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Help Desk / Service Desk
Ref No.: 18-67002
Location: Westport, Connecticut
Position Type:Direct Placement
Start Date: 09/12/2018
 These people will work in night shift and day shift in rotation, for 15 days.
Help Desk / Service Desk Team Responsibilities (Level 1)
  • Single point of contact for users
  • Log tickets upon user request, Experience in Production Support, Requirement gathering, Analysis, Testing
  • Share proactive updates on ticket's progress
  • Create and maintain Run books
  • Escalate unresolved tickets to the next level for timely resolution
  • Created and Managed Knowledge articles KEDBs (Known Error database) and SOPs (Standard Operating Procedures) for applications in support
  • Monitor health of Applications and Services using effective monitoring tools
  • Ticket resolution and closure of known failures
  • Ticket enrichment and timely escalation for complex/new failures
  • Analyzing the issue and resolving the Incident requests raised by the client.
  • Technical expertise in enhancement and support with MS SQL queries to validate the Merchant and terminal data , UNIX basic commands to pull transaction data from the event logs stored on prod and test servers.
  • Good experience in performing root cause analysis for Production issues and document same along with workaround, proposed code fix and present it to Dev Team.
  • Information Technologies Infrastructure Library (ITIL) Foundation (internal) certified professional, Very well versed with Key elements, concepts and terminologies used in  ITIL service lifecycle.
  • Handling Incident Request, Research Request and Change Request using CA Service Desk tool.
  • Triaged high severity incident calls and resolved within given SLAs.
  • Good experience in problem solving for production issues with strict SLAs
  • Prepared and maintained technical documents like known error databases articles, Standard operating procedures (SOPs), Application Run books, test cases.
  • Supported deployment activities with high severity incidents and testing.
  • Analyzing the issue and resolving the Incident requests raised by the client.
  • Possess strong analytical thinking, troubleshooting capabilities and have excellent inter-personal communication and team skills.
  • A good team player : worked/co-ordinated with multiple teams while resolving the issues and high severity calls.