..: IT Help Desk Agent

[dev IT]

To apply for this position, please visit this Website.
http://dev.fyicenter.com/jobs/99667635_IT_Help_Desk_Agent.html
To see other opportunities, please visit http://dev.fyicenter.com
Date: 09-Nov-2009

IT Help Desk Agent

* Provide initial assessment of categorization and prioritization for
reported incidents and service requests and provides initial support,
targeting a higher level of first contact resolution * Ensure
incidents and service requests are properly escalated and assigned to
appropriate IT support groups * Perform hierarchical escalation to
Help Desk Management and the IT Leadership Group * Maintain ownership
of Incidents, ensuring timely entry, updating, and closure of all
tickets and issues

Minimum qualifications include strong analytical skills balanced with
effective communication and excellent customer service skills;
appropriate technical support experience and knowledge of: Windows and
Macintosh platforms, multiple internet browsers, support for remote
and local staff and students; exceptional verbal and written
communication skills; some technical background across infrastructure
technologies, e.g. network, voice, unix; ability to work
independently, analyze problems, and make decisions with minimal
management intervention; proactively involve key technology
infrastructure teams when necessary; ability to anticipate potential
obstacles and develop contingency plans to overcome them; awareness of
new existing technologies, architectures, and best practice; and
ability to manage multiple issues simultaneously in high pressure
environment where change is commonplace.

Thank you,
Team DEVFYI - Developer Resource FYI
http://dev.fyicenter.com