One of SGA's major financial clients in Raleigh, North Carolina is looking to source multiple Helpdesk Support Contract positions. Candidates will be expected to posses excellent communication and inter-personal skills, be extremely Customer service oriented and have strong technical skills. All support will mostly be done over the phone, hence the strong communication and personal skills. The technical requirements are, but not limited to: Accepts and logs authorized calls by phone, web, mail, or other authorized means Authenticates the caller (where it was not possible to pre-authenticated) Qualifies service calls and/or incidents as covered by SLAs Updates existing incidents and service call records active in the incident management system Categorizes and prioritizes incidents and service requests Understands service levels and executes their tasks accordingly Provides internal and external communication of incident status, engaging next level support when required Coordinates incident resolution and service request completion with various workgroups Software, Hardware, Connectivity fault diagnosis, analysis and First Touch Resolution Telephone (only) remote troubleshooting Telephone & Remote Desktop takeover (e.g Bombgar, Carbon Copy, Dameware etc) Software Break fix Hardware Break fix (diagnosis only) Desktop, Laptop, Blackberry Remote/mobile connectivity issues (Broadband, 3G/GPRS, RAS, SecureID, VPN, PPTP) Troubleshooting Directory Services related issues (AD, LDAP, NIS and/or Novell Netware v4) ARS Remedy v7 Avaya Contact Center (CS Telephony Platform) Strong Windows skills - Windows XP and Office 2007. Strong Outlook and Excel, Spreadsheets, Macros knowledge and the ability to resolve system access, Remote Access questions. Any experience with Ticketing/Troubleshoot systems like Remedy is highly desirable. Any knowledge/background with Financial systems is a HUGE plus. SGA is a Certified Womans Business Enterprise (WBE) celebrating over thirty years of service to our national client base. We offer a variety of benefit options including but not limited to health & dental insurance, paid vacation, timely payment via direct deposit in addition to transferring H1B Visa sponsorship. Please inquire about our referral program if you would like to submit a candidate for any of our open or future job opportunities. To view all of our available job postings and/or to learn more about SGA please visit us online at www.sgainc.com.
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