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Level 2 Help Desk
Ref No.: 17-07141
Location: Philadelphia, Pennsylvania
Position Type:Contract
Start Date: 03/08/2017
My direct client is looking for a Level 2 Help Desk

Location: Pittsburgh, PA
Duration: 6 month contract
Start Date: ASAP
Rate: Open


Essential Duties and Responsibilities:
  • Must be able to provide telephone support to customers on scheduled shift(s).
  • Required to be logged in to the Automated Call Distribution and Ticketing System in an active state for the majority of their shift.
  • Ensures all calls are accepted using either a handset or headset. Speakerphones are not permitted in the Information Center areas for the purposes of support.
  • Responds to customer voice mails and enter corresponding tickets with a high level of detail.
  • Meets Incident Ticket Service Level Agreements at a ninety (90) percent success rate.
  • Generates personal daily open call report(s) and has this available at all times for review.
  • Responds to all open tickets daily in accordance with Information Center Policies regarding follow up and callbacks.
  • Accounts for active project tasks or customer items in Numara Footprints System.
  • Closes all tickets within target Service Level Agreement.
  • Acknowledges all personal and automatic assignments within fifteen (15) minutes of receipt.
  • Ensures all open ticket(s) carrying over to the next business day have a journal entry indicating actions taken and reasons for remaining open.
  • Provides project support or seeks additional work from Information Technology Operations Manager, as needed.
  • All other duties as assigned.

Required Qualifications:
  • Knowledge of Microsoft Office.
  • Thorough knowledge of Client Personal Computer based computer applications and software systems architecture with emphasis on Windows 7 and Office 2010
  • Basic understanding of document management systems and Intranet/email strategies
  • Demonstrated problem-solving skills
  • Effective communicator with analytical acumen to successfully troubleshoot computer systems and provide adequate assistance to users
If qualififed and interested send your resume to Jonathan at jonathan.abel@mondo.com