US-CT: Hartford-HelpDesk Support
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Job Title: HelpDesk Support
Job Location: CT: Hartford
Pay Rate: Open
Job Length: 4-6 months (contract)
Start Date: 2011-10-13
Company Name: iTech Solutions
Contact: Kay Lukas
Phone: email only
Fax: email only
Description: HelpDesk Support (Other Job Titles Include: Helpdesk Desktop Support Analyst, Service Desk Analyst, Desktop Support Analyst, Phone Support)
Service Desk Consultant provides expert Service Delivery and Customer Care Management employing. First Contact Resolution support to all Infrastructure Solutions Department (ISD) customers, delivering a high degree of customer service, technical expertise, and response timeliness. Serves as a facilitator for a wide range of accountabilities:
Both Incident and Problem Management calls, including all enterprise infrastructure or enterprise application incidents as well as requests for new
services and customer how to Acts as single point of contact for all customers: attempts to resolve on first contact using a full suite of tools, eg: Automatic Call Distributor (ACD),
Remedy, Web, Remote Diagnostics, Knowledgebase,
etc.; with focus on reducing on-site visits. Proactively take initiative to restore service through analysis and research. Follows elevated or escalated customer service procedures and adheres to operating-level agreements and documented processes. Recommend continuous process and service delivery improvements. Demonstrate professional maturity during interactions with customers, service providers, peers and management. Demonstrate exceptional oral, written, and interpersonal communication skills with ability to resolve problems in a professional manner in a fast-paced environment
Responsibilities:
Excellent customer service and interpersonalskills: telephone etiquette, positive teaminteractions Ability to adhere to customer service expectations, standards and procedures eg: ITIL, as well as to help others interpret policy Thorough understanding of ACD system; Remedy/client system; Remote Diagnostics (SMS, PC Anywhere); Knowledge Management system Excellent organizational and time management skills Strong oral and written communications (technical and non-technical) Demonstrated problem-solving skills; experience with problem management in multiple locations, including remote locations Proactive with a focus on root cause analysis Broad range of infrastructure and business knowledge
Experience:
3 to 5 years experience in IT Infrastructure Support. Experience in multi-platform environments Business Acumen
For more information please contact Jessica Girardin at jgir...@itechsolutions.com or call her at 860-674-1636 ext 205
Please refer to Job code 11-01758 when responding to this ad.
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