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Help Desk Analyst Job
Eingestellt von Yoh
Gesuchte Skills: Support, Client, Vpn, Network
Projektbeschreibung
Job Responsibilities:
- Respond to requests received via telephone calls, e-mail, chat, or submitted through the work orders system.
- Research and resolve requests are in a timely manner, and in accordance with current Helpdesk Service Level Agreements (also known as SLA's).
- Acquire and maintain knowledge of Windows Operating Systems (XP Pro, Windows 7, and Windows 8), MS Office Suite applications (Outlook, MS Exchange, and Internet Explorer), PeopleSoft, and a variety of other COTS or in-house developed applications.
- Support policies and standards in order to provide technically accurate solutions to customers.
- Participate in team projects that enhance the quality, or efficiency, of Helpdesk services.
- Communicate technical information to customers and team members.
- Provides Helpdesk Services that meet or exceed the initiatives identified by End-to-End Services teams and Operational departments within IS.
- Supports incoming calls, or chats, for approximately 17,000 internal employees to meet Metric goals.
- Manage Helpdesk mailbox.
- Be an "Incident Owner"- responsible for initial submission of incidents and closure of all incidents.
- Support company acquisitions.
- Participates on End to End Service teams, or special project initiatives, as needed.
- Train the new Helpdesk team members, and provide on-going training for all team members on topics they are considered a Subject Matter Expert (SME) in.
- Provide customer training for enterprise applications, as required.
- Maintain Helpdesk internal documentation and content of customer facing website(s).
- Support Disaster Recovery Plans.
- Work in a fast paced stressful environment to problem-solve and troubleshoot issues, while maintaining the highest standard of customer service using outstanding oral and written communications skills and adapting quickly to changing situations in a "team" environment.
- Must be flexible to work in a 24x7x365 "call center" type of environment; ie, flexible to work 1st, 2nd, or 3rd shifts on rotation, plus .
Job Qualifications:
- Must have a AA/AS Degree and no less than four (4) years of IT experience.
- Must have at least one of the following certifications: A+, Network+, Security+ or HDI.
- Minimum of two (2+) years of working knowledge Networking protocols.
- Must have the ability to obtain an Public Trust Clearance at a minimum.
- BS Degree and at least two (2) years of technical help desk experience would be preferred.
- Experience with BMC Remedy trouble ticketing system is a huge plus.
- Smartphone (example: Apple iPhone and/or Android) devices knowledge is desirable.
- VPN Client support would be helpful.
Preferred Additional Qualifications:
- BS Degree and at least two (2) years of technical help desk experience would be preferred.
- Experience with BMC Remedy trouble ticketing system is a huge plus.
- Smartphone (example: Apple iPhone and/or Android) devices knowledge is desirable.
- VPN Client support would be helpful.
DISCOVER ALL THAT'S POSSIBLE WITH YOH. APPLY NOW.
RECRUITER: Pierre Paul
Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry; visit our website to learn both about our company and about our leading professional staffing solutions.
Yoh, a Day and Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.
J2W: INFOTECH
Tax Term: CON_W2J2WENTENG
Ref:
Enterprise: IT & Telecom
Projektdetails
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Einsatzort:
Melbourne, Vereinigte Staaten
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Projektbeginn:
asap
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Projektdauer:
Keine Angabe
- Vertragsart:
-
Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges