Service Desk Assoc

Overview:

SECOND LEVEL HELP DESK AGENT FOR A CONTRACT POSITION LASTING FROM 8/18/14 - 8/21/15, IN FRANKLIN, WI AREA.

DESCRIPTION:

This resource will provide N Tier/second level Help Desk Support for the PC Desktop, Collaboration and Email environment. As part of the Desktop, Collaboration and Email Technical Support teams provide second level help desk support for these environments. This includes areas such as, MS operating system, Microsoft applications, antivirus, Internet Explorer, SharePoint, Outlook. Responsibilities include client interfacing troubleshooting problems clients encounter associated with the applications. Adherence to service management processes, including incident, problem and knowledge management.

RESPONSIBILITIES:

- Accountable for proactively monitoring, responding to and troubleshooting all system notifications, errors and failures to meet service and risk management objectives.
- Develop and document procedures and scripts for automation of operational tasks and reporting.
- Compliant with ITIL Service Management methodology for incident, problem, change, release and knowledge management in order to deliver reliable systems.

QUALIFICATIONS:

- Strong technical aptitude and ability to research & solve complex issues independently
- Ability to effectively communicate issues and resolutions
- Ability to maintain confidentiality with sensitive customer and internal information
- Effective interpersonal skills and ability to work with immediate peers.
- Knowledge and/or Experience with Microsoft operating systems, Microsoft office suite, Outlook client including calendar, and desktop infrastructure.
- Strong customer service focus and customer service work experience.
- Analytical/problem solving skills
- Flexibility to deal with changing business needs and technical requirements

PREFERRED SKILLS:

- Prior help desk support experience highly desired.
- Service Management (ITIL) knowledge preferred.