View Requisition Details
Requisition #:
2275 - Direct Client Reqmnt with PEPSICO
Submissions Close @ 4 pm EST Today
Assignment Information
Locals within 50-mile radius of Valhalla, NY 10595 only considered
Positions:
1
Engagement Start Date:
25-MAY-2009
Engagement End Date:
29-NOV-2009
Contractor Work Location:
350 Columbus Ave
Valhalla, NY United States
Allow receipt of resumes for:
10 Business Days
Interview Type:
Person/Phone
Required Travel:
No Travel Desired
Percentage of Travel Time:
None
Required Dress Code:
Business Casual
Anticipated Schedule:
Typical 8 Hour Work Day
Additional Info
Background Check:
Yes
Drug Screening:
Yes
Job Description
Job Title:
Help Desk Level II
Locals within 50-mile radius of Valhalla, NY 10595 only considered.
High Level Job Description:
Under general supervision, provides second-tier support to end-users for PC,
server, mainframe applications and hardware. Handles problems that the
first-tier of help desk support is unable to resolve. May interact with
network services, software systems engineering, and/or applications
development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems. Maintains currency
and high level of technical skill in field of expertise. Escalates more
complex problems to Senior Level.
2 - 4 years of experience.
Job Description:
The Help Desk Analyst will be responsible for taking inbound calls and
emails and entering in the TrackIt system, assigning to technicians and
troubleshooting Level 1 issues, covering applications and servers,
partnering with backline teams and operations to prevent problems. May
interact with network services, software systems engineering, and/or
applications development to restore service and/or identify and correct core
problem. Simulates or recreates user problems to resolve operating
difficulties. Recommends systems modifications to reduce user problems.
Maintains current high level of technical skill in field of expertise
required. Escalates and monitors until resolution more complex problems to
Senior Level.
The Help Desk Analyst will handle first (second in particular instances)
level support and guide the customer to the next level for more in depth
troubleshooting.
The Help Desk Analyst must be able to document all calls and emails, provide
excellent customer service, and self direct their daily tasks.
The HD Analyst will provide TrackIt reports and analyze trends to make
recommendations to management.
Update, track, report and propose solutions of work orders compliance in
accordance with business Service Level Agreements. The HD Analyst will
provide weekly open, closed tickets and department scorecard reports.
The Help Desk Analyst also has the responsibility to document and track
department assets; assist in the collection of Sox documentation and
processing utilities expenses.
Application and Server technology to support are: Mapics XA, IBM iSeries and
Intel Servers.
Required Skills:
- Associate degree in Computer Science or minimum of two years working in a
support / help desk role and with required applications and servers.
- Experience with TrackIT 8.5, developing reports utilizing Crystal reports
and monitoring performance metrics.
- Experience with Mapics XA, Citrix, IBM iSeries and Intel servers. SAP
experience desirable.
Desired: NT, UNIX
Thanks & Regards,
Kiran Raj | Cigniti Inc.
Ph: 214.329.1585| F: 972.767.0948
Email: <mailto:[email protected]|> [email protected]| w:
<http://www.cigniti.com/> www.cigniti.com
1304 W Walnut Hill Ln. Ste 240 Irving TX 75038
Yahoo ID: nickwills27
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