Service Desk Tech . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Our client is looking for a Service Desk Technician. The Tech responds and follows-up on internal and external customer support problems. They will be responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system. The Technician may specialize in a particular software or business application and has advanced knowledge in diverse applications; systems development; systems process analysis; and design and re-engineering. Main Duties: Responsible for providing telephone support to end-user community on hardware, software, and network related problems, questions, and use Providing first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem Diagnosing problems and/or problem requiring physical interaction with end user; dispatching technical support specialists from appropriate team Opening, tracking, and closing trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents at the Tier I level Work with Tier II and other groups to resolve technical problems Create tickets, respond to tickets, and escalate tickets as necessary to the proper groups Each ticket must have detailed troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem Provide Remote Access Support for Citrix and VPN Provide timely responses to client and management requests Status updates on such requests need to be provided on a regular basis Candidates must have excellent written and communication skills. Industry certifications such as HDI (Service Desk Institute), MCP (Microsoft Certified Professional), A+, etc. are desirable. Candidates must have a Bachelor's degree and 1 year of experience. Additional years of experience may substitute for degree.
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