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Posted: Monday, November 27, 2017 11:44 PM

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Description:



• Good customer service skills
• Good understanding of Service Desk operations
• Excellent communication and interpersonal skills
• Knowledge on Incident & Service Request Management
• Strong analytical skills
• Past experience working in 24X7 support models
• Quick learner, self-motivated, highly organized, dedicated and optimistic
• Certification on ITIL v3 foundation will be an added value

• Log all incidents and requests in the ITSM tool
• Addresses and resolves basic Incidents and Service Requests
• Engages other support teams or resources as & when appropriate to resolve tickets
• Use appropriate CTI classification for incidents and requests
• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates
• Act as a single point of contact for the end users / customers
• Adhere to the documented policies and procedures
• Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines
• Hands on experience on ITSM tools like ServiceNow, Remedy
• Excellent technical knowledge on Windows 7, Mac OS X, Citrix, AD, Exchange, Remote Access Management tools, Mobility support and Office applications
• Perform User Access Management and System Administration tasks as per the documented processes
• Handle Exchange, VPN, Lync, Citrix, Mobility and client specific application queries as per the documented processes
• Competent in handling software installation and troubleshooting
• Identify major incidents and invoke the major incident management process
• Strict adherence to meeting all the agreed SLAs and KPIs
• Identify new issues and contribute to Knowledge Base development

• Location: Central Jersey, Edison, NJ

• Post ID: 49387327 centraljersey
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