Senior Help Desk Consultant
Information Technology company
Information Technology company
W-2 onlyUS ResidentContractContract to Permanent1669 views
Orlando, FL 32803
ContractContract to Permanent
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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