1007 Service Desk Engineer

Location: Raleigh, NC
Date Posted: 07-17-2017
Service Desk Engineer
Raleigh, NC
Full Time
 
 
Provide first and second line Technical Support to Internal Staff.
Interface with the lead of the centralized Service desk function
Provide required support for projects and continuous improvement initiatives
Analysis, diagnosis and resolution of staff problems
 
Competency requirements (Minimum required)
 
Communication                   (E3)
Customer Orientation          (E3)
Organizing & Planning       (E2)
Presentation Skill                (E2)
 Tasks and responsibilities
 
Technical/Functional Skills ·         Act as a single point of contact for phone calls and emails from staff regarding IT issues and
queries
·         Receiving, logging and managing calls from internal staff via telephone and email
·         Maintaining an Asset Database and track changes
·         1st and 2nd line support - troubleshooting of IT related problems from in-house software to
·         hardware, such as Blackberrys, Laptops, PCs and Printers
·         Troubleshoot basic network issues such as ADSL broadband issues
·         Escalate unresolved calls to the infrastructure support team
·         Log all calls in the Service Desk Call Logging system (SCSM)
·         Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
·         To maintain a high degree of customer service for all support queries and adhere to all service management principles.
·          Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
·         Provide stats for the weekly Service Desk report on call trends
·         Publishing support documentation to assist staff with requests for information & provide staff training if required
·         Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
·         Blackberry account management and provision
·         To arrange for external technical support where problems cannot be resolved in house
 
Regards,
Shagun Sachdeva
Senior Technical Recruiter
ReqRoute,Inc
Desk: 408-385-9607; Fax: 888-400-2698
email: shagun@reqroute.com
 
 
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)

 
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