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



• 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 is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017