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    United Software Group
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We are looking for a Service Desk Technician Location: Nashville TNS | On-site | C2H 3 months | Possibility to change for full time QUALIFICATIONS 3+ years of experience as a Service Desk Agent or Help Desk Technical Support ( At Least 1 Year) Knowledge of advanced principles and methods of information processing, operating systems, system utilities, and technical methodologies used in desktop Point of Sale applications support Knowledge of advanced principles of Point-of-Sale peripheral troubleshooting Strong analytical and problem-solving skills Ability to work independently and stay focused and friendly under pressure Excellent communication, facilitation, project management, organizational and time management skills Skill and ability to handle multiple priorities and deadlines Ability to work as a member of a team Experience creating technical documentation for day-to-day operational support Experience with ticketing tool that processes and catalogs customer service requests, manage digital workflows Experience with Remote Access Tools Excellent communication and Soft Skills SQL Experience RESPONSABILITIES: Liaison between L1 External Service Desk and L2 Applications, Operations, and Management (ser) Support Teams Troubleshoots and isolates problems with applications or hardware Systematically gathers information, sorts through complex issues, seeking input from others as appropriate Escalates issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action Plan, develop and maintain technical documentation and standard operational and support procedures Collaborate with support teams to coordinate knowledge transfer for new technologies Evaluate and make improvements to business processes. Ensuring the efficiency and improvements of SLA's and Automations to increase productivity, reduce cost, and improve time management SSMS (SQL Server Management Studio) knowledge and proficiency to reduce the number of escalations to L2 and assist with backlog of incidents Escalation Point of Contact for L1 Service Desk in support of troubleshooting concepts, assessing issues and provide solutions for problems that cannot be handled by Level 1 Service Desk in-depth troubleshooting and backend analysis Downstream knowledge transfer, mentoring and promoting Level 1 Service Desk development, focus on call resolution and Service Desk Call metrics, provide guidance and learning experiences Assist with Escalation Management, "White Glove" investigations as a high priority Contribute to the reduction of L1 and L2 backlog incidents to help manage SLA's Process Hardware Escalations & RMA's. Evaluate L1 escalations to determine if handled and processed correctly. Nidia Alvarado eye

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