Previous Job
Previous
Helpdesk (Tier 1)
Ref No.: 18-00675
Location: Bossier City, Louisiana, Louisiana
Helpdesk support 24*7:-
Position Title : Help Desk
Location : Bossier City, LA
Client : Veteran Affairs
Joining : March 2018
Shifts : Multiple
Exeprience : 2/3 Years

This is a 24/7 work environment with rotating shifts. The initial requirement is for 24 resources. Location is Bossier City, LA.

Department of Veterans Affairs Tier 1 Help Desk Specialist is responsible for day to day role mentioned below.
  • Handle incoming contacts via electronic media such as:
  • Telephone (via toll-free access numbers)
  • Electronic mail
  • SMS/text messaging
  • Web-Chat submissions
  • Self-service web portal
Pay Rate:- Base rate is $16.01 + health & wellness of $4.13

Qualification Equivalencies:
  • Act as the single interface and Single Point of Contact (SPOC) for all communications with and between end-users and resolver groups regarding all incidents and tickets
  • Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups
  • Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions
  • Provide timely response to all tickets based on priority and impact
  • Communicate status of incidents to end-users as status changes
  • Transfer the incident to the appropriate work queue as required
  • Immediately perform a warm-transfer to the appropriate application resolver group for applications issues
  • Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR's based on priority
  • Communicate status of SR's to end-users as status changes
  • Transfer the SR to the appropriate resolver group as required
  • Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs
  • Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures
  • Initiate and monitor trouble tickets
  • Submit and monitor SRs
  • Initiative and introduce workflows
  • Access self-service knowledge articles, how-to best practice guides, announcements, FAQs, and other related information in order to assist End-Users
  • Facilitate First Contact Resolution (FCR)
Background Check:
Offers of employment are contingent upon satisfactory background check.