Please reply to:- Mendes, Kenan Francis / [email protected] / 609-606-9010 Ext.# 1409
Job Details:-
| Job Title : | Service Desk Support |
| Location : | Dover, DE |
| Expected Duration of Project : | 3 Months |
| Start Date : | 03/04/2013 |
| Interview Type : | Personal |
| Duties & Responsibilites : | Job Details
This position is of extended duration and is expected to go well beyond current Fiscal year end.
Service Desk Main Job Responsibilities
• Assist system end users with all FSF modules as well as Security-related and Password Reset issues where applicable.
o Gains proficiency in 11 technical modules and develops in-depth knowledge of “req to check” process and two additional modules
• Troubleshoot, diagnose and resolve PeopleSoft application issues by researching problems using available information resources such as Closed Tickets, FAQ's, Alerts, or Defect Logs.
• Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues.
• Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received.
• Log all Service Desk calls, emails, and voicemails into the Enterprise Service Desk tool for tracking purposes.
• Follow Standard Operating Procedures (SOP).
• Identify and escalate situations requiring urgent attention or expert knowledge to appropriate SMEs.
• Route problems, create, track and document resolutions in regards to all ticket request assignments.
• Stay current with system information, changes and updates by attending Service Desk weekly meetings and Soaring Ahead meetings.
• 90 - 95% Phone and e-mail support.
• Provide exceptional Customer Service to the User community.
• Respond to incoming requests for assistance via calls, emails, or voicemails.
• Work on supervisor-assigned Projects when requested.
Skill Required / Desired Amount of Experience Expertise Rating
Prior technical help desk support experience Required 3 Years
Critical thinking and problem solving skills in prior positions Required 3 Years
Prior experience supporting systems running on Windows based OS Required 2 Years
Prior experience supporting in a role that was 90% phone support Required 1 Years
Prior experience working with help desk that involved email support Required 1 Years
Peoplesoft application experience Highly desired 1 Years
Prior experience supporting accounting applications Highly desired 1 Years
Knowledge of accounting principles and terms Desired 1 Years
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