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Service Desk Support
Phoenix, AZ
Phoenix
AZ
85086
Date
: Feb-01-19
2019-02-01
2020-01-22
Service Desk Support
Phoenix, AZ
Feb-01-19
2019-02-01
2020-01-22
Work Authorization
US Citizen
GC
H1B
GC EAD, L2 EAD, H4 EAD
Preferred Employment
Corp-Corp
W2-Permanent
W2-Contract
1099-Contract
Contract to Hire
Job Details
Experience
:
Senior, Midlevel
Rate/Salary ($)
:
Open
Duration
:
7 Months
Sp. Area
:
Other/Multiple Skills
Sp. Skills
:
x-Other
Permanent Direct Hire
Consulting / Contract
FULL_TIME, CONTRACTOR
Required Skills
:
Service Desk Support, Active Directory, Troubleshooting, Customer Support
Preferred Skills
:
Domain
:
IT/Software
Work Authorization
US Citizen
GC
GC EAD, L2 EAD, H4 EAD
H1B
Preferred Employment
Corp-Corp
W2-Permanent
W2-Contract
1099-Contract
Contract to Hire
Job Details
Experience
:
Senior, Midlevel
Rate/Salary ($)
:
Open
Duration
:
7 Months
Sp. Area
:
Other/Multiple Skills
Sp. Skills
:
x-Other
Permanent Direct Hire
Consulting / Contract
FULL_TIME, CONTRACTOR
Required Skills
:
Service Desk Support, Active Directory, Troubleshooting, Customer Support
Preferred Skills
:
Domain
:
IT/Software
Reqroute
Milpitas, CA
Post Resume to
View Contact Details &
Apply for Job
Job Description
:
Greeting!!
Window Support
Need excellent phone and data entry skills!!!
Mesa, AZ or Phoenix, AZ
6 Months with possible extension
Details will follow -
Answer all calls offered to Service Desk queues and responsible for managing the ticket queues.
Intimate the Shift lead/ L2 whenever there is an upward trend in calls.
Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
Update the trackers and details required for Shift Handover.
Adherence to schedules and report to Shift leads in case of any misses.
Resolve incoming client calls based on departmental goals
Provide detailed documentation in call logging system
Take ownership and responsibility for problems for client’s technical issues
Increase knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process
Analyze and resolve incidents and requests regarding use of application software or hardware. Track incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
Uses the appropriate CTI categories for logging incidents and requests.
Provides after hours and on-call support as needed.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Maintains and protects confidentiality with regard to all aspects of customer care and employee information.
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