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Senior Help Desk Consultant
Information Technology company
Information Technology company
Orlando, FL
W-2 onlyUS ResidentContractContract to Permanent330 views
Orlando, FL
ContractContract to Permanent
Your Recruiter
Olga Kozlova
Senior Technical Recruiter

Detailed job responsibilities:

  • Monitor multiple queues, Triage tickets to appropriate queues, rerouting of tickets to if require.
  • Coordinate with multiple teams if resolution required multiples teams.
  • Hands on experience in JIRA ticketing tool for triaging tickets and monitor Queues.
  • Basic knowledge of IT environment e.g. conceptual knowledge OS, network, Datacenter, Applications will advantageous.
  • Good understanding of ITIL processes.
  • Ticket escalation to ensure timely resolution of the ticket.

Must Skills

  • Understanding JIRA Ticketing tool
  • Ticket handling
  • Triaging
  • Excellent verbal, and written skills
  • General IT knowledge (Operating systems, applications, printers, Microsoft Office / O365).
  • Strong Knowledge of Incident Management
  • Knowledge Management
  • Problem solving skills
  • SLAs & KPIs

Other soft skills/aptitude:

  • Excellent verbal and written skill, analyzing situation and take immediate actions to resolve tickets in case of roadblock.
  • Escalate tickets as necessary.
  • Coordination skills
  • Attention to details
  • Client Business knowledge
  • Client specific IT Knowledge
  • Customer Care; ability to interpret technical information and present it in simple terms for a less technically aware audience (spoken and written)
  • Fluent knowledge of English
  • Good Communication skills
Skills
Skill Proficiency Years Experience Percent Used
Desktop Support
3 - 6100%
JIRA
Any100%
ITIL
Any75%
Office 365
Any75%
Data Center
Any25%
Incident Management
Any25%
Microsoft Office
Any25%
Printers
Any25%