Job Description :
Title : Service Desk Analyst
Location : Edison, NJ
Duration : 6 Months contact

Description:
Good customer service skills
Good understanding of Service Desk operations
Excellent communication and interpersonal skills
Knowledge on Incident & Service Request Management
Strong analytical skills
Past experience working in 24X7 support models
Quick learner, self-motivated, highly organized, dedicated and optimistic
Certification on ITIL v3 foundation will be an added value
Log all incidents and requests in the ITSM tool
Addresses and resolves basic Incidents and Service Requests
Engages other support teams or resources as & when appropriate to resolve tickets
Use appropriate CTI classification for incidents and requests
Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates
Act as a single point of contact for the end users / customers
Adhere to the documented policies and procedures
Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines
Hands on experience on ITSM tools like ServiceNow, Remedy
Excellent technical knowledge on Windows 7, Mac OS X, Citrix, AD, Exchange, Remote Access Management tools, Mobility support and Office applications
Perform User Access Management and System Administration tasks as per the documented processes
Handle Exchange, VPN, Lync, Citrix, Mobility and client specific application queries as per the documented processes
Competent in handling software installation and troubleshooting
Identify major incidents and invoke the major incident management process
Strict adherence to meeting all the agreed SLAs and KPIs
Identify new issues and contribute to Knowledge Base development

Key Skills: Windows 7, Desktop Application Support, Active Directory, Exchange, Citrix, Experience with Service Desk Activities.


Client : Avance Consulting

             

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