Please reply to:- Mendes, Kenan Francis / [email protected] / 609-606-9010 Ext.# 1409
Job Details:-
| Job Title : | Help Desk |
| Location : | Richmond, VA |
| Expected Duration of Project : | 6 Months |
| Start Date : | 02/11/2013 |
| Interview Type : | Personal |
| Duties & Responsibilites : | Job Details
Serve as the agency's technical resource for addressing problem incidents received in the departments Customer Relationship Management (CRM) system from DSS customers.
Help Desk
Years of Experience:
4-7 years of experience in the field or in a related area.
Ensure problem incidents related to System Outages, Network, Security, Web Services, Hardware, Software, Knowledge Center Training, and all other issues are responded to according to the guidelines set in the Support Center's Service Level Agreements.
Monitor and assign tickets received in the CRM system timely and efficiently to minimize the business impact to the customer.
At least 5 years experience working in a fast paced environment providing Helpdesk end user technical phone support to a large customer base (over 10,000 seats)
At least 4 years experience working with Customer Relationship Management software and have a general understanding of how to triage, document, assign, and manage tickets
Skill Required / Desired Amount of Experience Expertise Rating
Working knowledge of MS Operating systems and applications Required 5 Years
Must have experience taking help desk calls, resetting passwords, assisting agencies with typical help desk issues Required 5 Years
Experience working with HP Openview Service Center Customer Relationship Management Software or similar Required 2 Years
Experience working with Human Service Applications Desired 2 Years
Excellent oral and written communications skills are imperative Required
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