Job Seekers, Please send resumes to resumes@hireitpeople.com
Must have skills:
- Desk Side Support (DSS)
- Global Help Desk (GHD)
- Exp. in resolve complex process and policy inquiries
- Exp. working with third parties
- Troubleshooting skills on Windows OS.
- Troubleshooting skills on MAC OS
- Office 365
- ServiceNow or Kace tool
- Experience in supervising or leading others in helpdesk teams - 5+ years is required.
Detailed Job Description:
- Good troubleshooting skills on Windows client OS and MAC OS
- Troubleshooting networking issues, file share, printer issues
- Experience with troubleshooting of Microsoft collaboration tools like Office 365, OneDrive, Outlook, Access, Excel, PowerPoint
- Resolve complex process and policy inquiries requiring higher level knowledge and authority and or interaction with third parties
- Identify opportunities to improve the customer experience by analyzing trends for opportunities to increase the usability and accuracy of information and increasing the volume of services that can be resolved for customers using self-service or during their first contact
- Manage service desk operational activities to achieve target metrics by executing resource planning.
- Resolve complex process and policy inquiries requiring higher level knowledge and authority and/or interaction with third parties
- Identify opportunities to improve the customer experience by analyzing trends for opportunities to increase the usability and accuracy of information and increasing the volume of services that can be resolved for customers using self-service or during their first contact
- Manage service desk operational activities to achieve target metrics by executing resource planning to ensure availability of staff and support
Minimum years of experience*: 10+
