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Helpdesk Support Administrator/Coordinator L1- L2
Eingestellt von Maximus
Gesuchte Skills: Support, Client, Java
Projektbeschreibung
Helpdesk Support Administrator/Coordinator L1- L2 - Czech/Hungary/Polish speaker 3 months contract Warsaw, Poland
The Client:-
Our client, a Global Consultancy currently requires a Java Developer to join their vibrant team, based in Warsaw, Poland. Its an initial 3 months contract with high possibility of an extension.
Role:-
Verifying the issue and categorization/prioritization of the incident.
Knows to use Ticketing and Monitoring tool, concept of queues, creation ofticket, 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 and handle service tickets which get escalated from Service Desk support.
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 and better CSATs.
Should be able to do RCA for Service tickets that missed resolution.
Should have good understanding of the processes as per SOW and deliservices as appropriate.
The candidate:-
Translate the ticket in service now to L1/L2.
Monitoring ticket queues
Timely escalation to L1/L2/L3 and track closure
Track of allocated tickets within SLA and with proper updates
Handling customer escalations
Strong interpersonal skills are a necessity
Rates:-
£50 - £70 per day all inclusive
Please forward your CV for immediate interview
Keywords: L1/L2, ticketing, Czech, Polish, monitoring and monitoring tool, ticket queues, customer escalations, alert logs, RCA, service tickets, FCR, helpdesk - Level 1, Helpdesk administrator, Helpdesk support, helpdesk coordinator
The Client:-
Our client, a Global Consultancy currently requires a Java Developer to join their vibrant team, based in Warsaw, Poland. Its an initial 3 months contract with high possibility of an extension.
Role:-
Verifying the issue and categorization/prioritization of the incident.
Knows to use Ticketing and Monitoring tool, concept of queues, creation ofticket, 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 and handle service tickets which get escalated from Service Desk support.
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 and better CSATs.
Should be able to do RCA for Service tickets that missed resolution.
Should have good understanding of the processes as per SOW and deliservices as appropriate.
The candidate:-
Translate the ticket in service now to L1/L2.
Monitoring ticket queues
Timely escalation to L1/L2/L3 and track closure
Track of allocated tickets within SLA and with proper updates
Handling customer escalations
Strong interpersonal skills are a necessity
Rates:-
£50 - £70 per day all inclusive
Please forward your CV for immediate interview
Keywords: L1/L2, ticketing, Czech, Polish, monitoring and monitoring tool, ticket queues, customer escalations, alert logs, RCA, service tickets, FCR, helpdesk - Level 1, Helpdesk administrator, Helpdesk support, helpdesk coordinator
Projektdetails
Geforderte Qualifikationen
-
Kategorie:
IT Entwicklung, Sonstiges