Hi
Positions below ……… Send me profiles : [email protected] *(LOCALS ONLY!!)* *Role : Help Desk Technicians needed * *Location: Charlotte NC* *Duration: 6 months* *Number of Positions: 4* *KEY SKILLS;* *My top two requirements are:* *1. Highly skilled in the analysis of Windows 7 workstations in a corporate environment* *2. Outstanding customer service phone skills* *Additional skills are listed below.* Responsibilities: Under supervision of the *Help Desk Manager and guidance of Technical Support Representative (TSR)* performs tasks and completes assignments to provide efficient and effective delivery of technology services to LPL Financial employees. This includes fulfilling service requests; providing first line technical support via phone to end users; gathering and analyzing metrics as they relate to the Service Desk; participating in and completing special assignment projects or tasks Provide exemplary customer service through the application of Service Management best practices to all employees of client, affiliated entities, and customers. - *Provide Level 1 hardware and software technical support for a wide array of platforms across multiple locations via an ACD phone system or email* - Provide First Call Resolution as applicable, to calls received - Log all Incidents in the IT Service Management system - Ensure proper communication on all escalated issues - Document progress of assigned Incidents in the IT Service Manager system - Provide status for all Incident and Request tickets in the ITSM system, as needed - Document the IT Service Manager system, as needed regarding incidents. Perform analyst functions as they apply to service delivery using Service Management best practices. - Assist with the development of Key Performance Indicator (KPI) metrics to identify opportunities and risks to meeting organizational goals - Conducting customer (internal) service surveys and analyzes results utilizing tools such Net Promoter and Survey Monkey - Assisting with special assignments or projects. - Interact with key stakeholders to assess needs and recommend the right solution to help solve business problems - Recommend changes or improvements to the Service Manager system and work flow QUALIFICATIONS - *Must have two years of recent IT/Help Desk Support experience in a large corporation* - Must have strong customer service skills - Must have strong verbal and written communication skills - Strong tier 1/tier 2 technical support skills in Windows 7 used in a corporate environment - Familiarize with Active Directory/Exchange/Outlook required - Familiarized with concepts of networking as related to workstation operation - *Experience with Service Desk ticketing systems* - *Experience working with ITIL Service Management best practices * - Data analysis and presentation skills are desirable - Bachelor’s degree preferred - *ITIL Foundations certificate preferred* *Thanks & Regards* *ARJUN * 14175 Sullyfield Circle, Suite # 400,Chantilly, VA 20151, U.S.A Email: *[email protected] <[email protected]>* , Phone: *703-880-4177* Skype: *arjunk_usm* ISO 9001 ,ISO 20000, CMMI Level 3 Certified Company Ranked No.7 in the Washington DC area-*Washington Business Journal, 2013;* Smart CEO Award Winner By SMART CEO Magazine, Baltimore, U.S.A; *Inc5000* *Recognized Fastest growing private company in U.S.A. **www.usmsystems.com* <http://www.usmsystems.com/>*, * -- You received this message because you are subscribed to the Google Groups "SAP BASIS" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/sap-basis. For more options, visit https://groups.google.com/d/optout.
