Job Description
- Service Desk- Remote
- ** Shift coverage is 7:00 AM - 7:00 PM Sunday , Monday, Tuesday and every other Wednesday*** 3 Month Contract to HireGreat CompanyUnlimited GrowthPaid Certs when perm
- Must have some certs A+, Network+, Security+
- Very professional
- Client Facing
- Scope:
- Accept and log customer calls
- Monitor events / notifications via the monitoring tools.
- Triage customer calls per specified severity levels
- Execute first attempt to resolve the customer call
- Refer customer call to the appropriate level two/three support group
- Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
- Update the customer call record or incident ticket as required
- Escalate customer calls to the appropriate management level when thresholds are violated
- Close customer calls and tickets upon completion
- Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
- Perform account management services – User Account creates/disables/terminations/name changes, etc
- Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errors
- Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
- Distribute daily turnover reports to customers as needed
- Communicate response times for dispatched tickets to the customers
- Manage service requests ensuring adherence to SLA
- Assist with cross training of Service Desk team members as neededSkills & Experience
- * 2-3 year’s technical helpdesk or technical call center experience required
- CompTIA A+ certification preferred
- Hands-on work experience with the following:
- Windows Operating Systems
- MAC Operating Systems
- Knowledge of Active Directory, O365
- User account management for Active Directory,
- O365/Exchange Mailboxes, Distribution lists
- Remote desktop connectivity
- MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
- Internet browsers (Explorer, Chrome, Firefox)
- VPN and remote dial-in users
- 2-factor authentication, soft tokens
- Support for laptop, desktops, and printers
- Smartphone support
- Execute basic queries and administrative tasks for MS SQL, helpful
- Others:
- Sharepoint, Adobe Acrobat and other common desktop applications
- Experience with monitoring tools/applications like LogicMonitor, Nagios, etc.
- Job scheduler applications like Tidal or Autosys
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