Customer support analyst/technician
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Customer support analyst/technician
Ref No.: 17-01616
Location: Florham Park, New Jersey
Position Type:Contract
Start Date / End Date: 05/25/2017 to 12/31/2017
For Access IT:
- End-user support such as incident handling, "how to” questions, status of requests, detailed error analysis/resolution, and interface with other resolver groups
- Service Desk support such as error re-classification and gAHD case routing
- Usage of the following tools to deliver services: gAHD case management tools and knowledgebase, AccessIT portal, SIO workflow system with SAP GUI, and SIAMP

For IT Transfer Services Support:
- Communication with hiring manager, transferee, HR representatives, and any identified administrative assistants
- Logon account and access rights requests via AccessIT
- Computer, mobile device, and accessory orders via IT Catalog
- Transfer of email access rights
- Managing the schedule of delegates when the above activities are to occur
- Providing status updates and assisting with "how to” questions
- Usage of the following tools to deliver services: AccessIT portal, IT Catalog, gAHD case management tools and knowledgebase, Microsoft Outlook

REQUIREMENTS
Strong communication skills; ability to collaborate for achievement; ability to work under pressure
Strong customer focus; analytical skills and entrepreneurial drive
Knowledge of relevant applications:
- Microsoft Active Directory
- MS Excel
- MS Outlook
- SQL (optional, but an asset)
Post secondary degree preferred with major in Information Technologies.
Minimum 5 years' professional experience in IT. Must have at least 3 years' experience in IT Analyst/Consultant or Support Engineer role.