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US-CT: Hartford-Helpdesk - Phone Support
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JobCircle.Com
Nov 14, 2011, 7:38:51 PM11/14/11
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JobCircle.com is the largest regional job board in the
Mid-Atlantic region, with tens of thousands of job offerings
in PA, NJ, DE, MD, NY, and Washington D.C. To learn more,
visit http://www.jobcircle.com?source=ng
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Job Title: Helpdesk - Phone Support
Job Location: CT: Hartford
Pay Rate: Open
Job Length: 4-6 months (contract)
Start Date: 2011-11-14
Company Name: iTech Solutions
Contact: Kay Lukas
Phone: email only
Fax: email only
Description: Helpdesk - Phone Support 100% Service Desk Phone Support.
Responsibilities:
Provides basic to complex support on a broad range of infrastructure products, including network components. Has a subject matter expertise in certain areas. Escalates problems appropriately. Monitors and maintains ownership of tickets to ensure problem resolution. Troubleshooting: Troubleshoots moderately complex issues/problems specific to a broad range of infrastructure products and networking components. Documents solutions. Practices proactive knowledge sharing. Solution Research: Researches trouble issues in the Knowledgebase and on the internet. Customer Relations: Interacts with clients in a courteous and professional manner. Builds business relationships and shares knowledge with customers. Vendor Technical Support: Work with vendor technical support personnel facilitating restoration of service on behalf of the customer. Solution Development: Proactive in the identification, development and communication of incident management solutions. Service Desk Improvements: Identifies process improvements and Service Desk success stories to be shared in the organization. Participate in all team activities that enhance the quality or efficiency of the Service Desk. Call Handling: Manage call volume per defined Service Desk metrics. Asks pertinent triage and troubleshooting questions to provide timely restoration of service. Incident Handling: Documents and handles calls as defined in the Service Desk Policies and Best Practices. Monitors and maintains ownership of tickets to ensure service restoration. Escalates incidents appropriately. Business and Technical Knowledge: Understands the importance of support and how it affects Insurances business drivers. Demonstrates awareness of business changes and priorities. Attends training to keep current with latest technologies and changes within the business. Understands internal organization and operation. Takes initiative for self development. Mentor/Coach: Mentors less experienced personnel in their areas of expertise. Strives to become a subject matter expert to increase the effectiveness of the team.
Skills and Knowledge:
Excellent customer service and interpersonal skills: telephone etiquette; positive team interactions Ability to adhere to customer service expectations, standards and procedures e.g.: ITIL, as well as to help others interpret policy Thorough understanding of ACD system; Remedy/client system; Remote Diagnostics; 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 2 to 4 years experience in IT Infrastructure Support. Experience in multi-platform environments
For more information please contact Karen Schur at ksc...@itechsolutions.com or call her at 860-674-1636 ext 259
(Other Job Titles Include: Helpdesk Desktop Support Analyst, Service Desk Analyst, Desktop Support Analyst)
Please refer to Job code 11-02035 when responding to this ad.
For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/10465977.html?source=ng to apply online.
**************************************************************
For fastest processing of your resume, this employer asks that
you apply to this job using the URL above.
**************************************************************
JobCircle.com is the largest regional job board in the
Mid-Atlantic region, with tens of thousands of job offerings
in PA, NJ, DE, MD, NY, and Washington D.C. To learn more,
visit http://www.jobcircle.com?source=ng
**************************************************************
Job Title: Helpdesk - Phone Support
Job Location: CT: Hartford
Pay Rate: Open
Job Length: 4-6 months (contract)
Start Date: 2011-11-14
Company Name: iTech Solutions
Contact: Kay Lukas
Phone: email only
Fax: email only
Description: Helpdesk - Phone Support 100% Service Desk Phone Support.
Responsibilities:
Provides basic to complex support on a broad range of infrastructure products, including network components. Has a subject matter expertise in certain areas. Escalates problems appropriately. Monitors and maintains ownership of tickets to ensure problem resolution. Troubleshooting: Troubleshoots moderately complex issues/problems specific to a broad range of infrastructure products and networking components. Documents solutions. Practices proactive knowledge sharing. Solution Research: Researches trouble issues in the Knowledgebase and on the internet. Customer Relations: Interacts with clients in a courteous and professional manner. Builds business relationships and shares knowledge with customers. Vendor Technical Support: Work with vendor technical support personnel facilitating restoration of service on behalf of the customer. Solution Development: Proactive in the identification, development and communication of incident management solutions. Service Desk Improvements: Identifies process improvements and Service Desk success stories to be shared in the organization. Participate in all team activities that enhance the quality or efficiency of the Service Desk. Call Handling: Manage call volume per defined Service Desk metrics. Asks pertinent triage and troubleshooting questions to provide timely restoration of service. Incident Handling: Documents and handles calls as defined in the Service Desk Policies and Best Practices. Monitors and maintains ownership of tickets to ensure service restoration. Escalates incidents appropriately. Business and Technical Knowledge: Understands the importance of support and how it affects Insurances business drivers. Demonstrates awareness of business changes and priorities. Attends training to keep current with latest technologies and changes within the business. Understands internal organization and operation. Takes initiative for self development. Mentor/Coach: Mentors less experienced personnel in their areas of expertise. Strives to become a subject matter expert to increase the effectiveness of the team.
Skills and Knowledge:
Excellent customer service and interpersonal skills: telephone etiquette; positive team interactions Ability to adhere to customer service expectations, standards and procedures e.g.: ITIL, as well as to help others interpret policy Thorough understanding of ACD system; Remedy/client system; Remote Diagnostics; 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 2 to 4 years experience in IT Infrastructure Support. Experience in multi-platform environments
For more information please contact Karen Schur at ksc...@itechsolutions.com or call her at 860-674-1636 ext 259
(Other Job Titles Include: Helpdesk Desktop Support Analyst, Service Desk Analyst, Desktop Support Analyst)
Please refer to Job code 11-02035 when responding to this ad.
For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/10465977.html?source=ng to apply online.
**************************************************************
For fastest processing of your resume, this employer asks that
you apply to this job using the URL above.
**************************************************************
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