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Reference Number:
HelpDeskSupport
Job Description:
********* URGENT Requirement *********
Looking for a Help Desk Support consultant to provide 1st and 2nd level technical support. The candidate must have experience in supporting Windows environment, Have experience supporting mobile devices like blackberry, iphone, ipdas and should have good experience in eMail package preferrably Lotus Notes
Description:
* Help Desk Support consultant will be responsible for 1st and 2nd level technical support to users of business applications and provide troubleshooting for hardware related issues.
* He/she will also provide appropriate escalation if unable to resolve the problem.
* In addition, this position will be required to document, track, and monitor the problem to ensure a timely resolution.
* Updates to the Knowledge management tool to assist helpdesk members in troubleshooting issues will be required.
* This encompasses all functions related to software, hardware, and operating systems used by client for all users.
Responsibilities:
* Help Desk Support consultant will Receive request for support by method of phone call, email or walk-in from personnel, which must be logged into the corporate call tracking system.
* Help Desk Support consultant will Provide 1st and 2nd level application usage and hardware support to end users, ensuring prompt response and resolution to all technical and operational problems.
* Contributes to the group knowledge tool for tips, tricks and documented procedures. Reviews call to ensure they are categorized correctly in the call tracking system.
* Help Desk Support consultant provides escalation and routing of the ticket to the appropriate IT group for resolution.
* He/she utilizes pre-existing forms of troubleshooting tips and documented procedures to resolve issues or categorized events requiring escalation.
* Help Desk Support consultant identifies and documents troubleshooting steps as appropriate. He/she also maintains established support processes and procedures.
* Help Desk Support consultant reviews all communicated requests for accuracy, details and directly communicates with all requestors if additional information is required.
* Utilizes remote access tools to resolve issues as appropriate.
* Help Desk Support consultant is expected to review and comment on issue being escalated from Service Desk level 1.
* He/she recommends or performs actions to correct problems based on knowledge of system.
* Researches, provides and documents confident, accurate solutions to user problems on a timely basis May be asked to work on specific projects involving rollouts and technology updates and would be expected to submit written status reports.
* Provide follow through with users whose issues are not closed on initial contact, which may require communicating to the user, a supervisor, or other support areas.
* Meets defined service levels for response and resolution to users. ·
* Performs other related duties as assigned.
Qualifications:
* Help Desk Support consultant will have a High school diploma or equivalent
* Requires two or more years experience in a related function in a corporate environment of at least 300 supported users.
* Experience using all Microsoft Office Professional components (Word, Excel, PowerPoint).
* Familiarity with and use of at least one email package; Lotus Notes, Microsoft Outlook or Exchange.
* Ability to troubleshoot problems, collect data, establish facts, and draw valid conclusions.
* Experience working with multiple hardware configurations, operating systems, business software packages.
* Knowledge of mobile devices and their connectivity.
* Excellent communication skills.
* Ability to write and present information in a clear, concise, organized, and grammatically correct manner.
* The ability to clearly question and communicate information in a professional and courteous manner to technicians and end users.
* Strong interpersonal and customer service skills.
* Good organization skills and problem resolution skills with emphasis on building client relationships
* MAC experience a plus.
Experience Level:
5+ Years
Requirements:
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