Help Desk

We are currently seeking a Help Desk for 3 months contract position in Milford, OH.

Has technical expertise in a defined area and can handle problems/tickets - complex in nature. Serves  as escalation point for all issues within a group (infrastructure support/network) in a project. Responsible for maintenance and administration, enhancements, following change management policies, report capacity and availability, updation of the ticketing system and KEDB. Is expected to train and mentor junior administrators. Maintains a roster for shift management (if applicable). Is expected to participate in weekly operational meetings, change management meetings. Expected to lead the team from transition to delivery and also work with Project manager for Infrastructure projects and SI work. Should engage in Continuous Improvement Projects or SIPs to improve productivity and SLAs. In Package Implementation space: The incumbent leads and manage complex DBA projects, has expertise in new technologies, developments, database and application upgrades. Mentors and groom DBAs.

SKILLS:

- Skill1 - TIS Service Desk (L1) 

Knows to use Ticketing and Monitoring tool, concept of queues, creation of ticket, modification/updating  tickets, assigning tickets to various resolver groups, eliciting CSATs, Monitoring of alert logs, scheduled jobs, backup jobs. Should be able to do carry out premilimary analysis of alerts/incidents and service requests with assistance from seniors. Should demonstrate an effective usage of knowledge base in improving FCR and the response time. Should be aware on the Service desk metrics (SLAs), tracking and reporting of the same. Should have exposure in handling interactions with customer direct and score better CSATs. 
- Skill1 - TIS Service Desk (L2) 

Verifying the issue and categorization/prioritization of the incident. Knows to use Ticketing and Monitoring tool, concept of queues, creation of ticket, modification/updating tickets, assigning tickets to various resolver groups, eliciting CSATs, Monitoring of alert logs, scheduled jobs, backup jobs. Should be able to do carry out first level analysis of alerts and incidents. Should be able to handle service requests independently. Should contribute towards building of knowledge base and also demonstrate in the effective usage of knowledge base in improving FCR and the response time. Should be aware on the Service desk metrics (SLAs), tracking and reporting of tsame. Should have exposure in handling interactions with customer directly andbetter CSATs. Should be able to handle service tickets which get escalated from Service Desk support. Should be able to do RCA for Service tickets that missed resolution. Should have good understanding of the processes as per SOW and deli services as appropriate.

Interested candidates please email your Resume