Hi
Please go through the requirement and let me know on jigar@riderconsultinginc.com if you have good suitable candidates
Role : Sr. Help Desk Technician
Duration : 6 months+
Location : New Jersey
Interview : Face to Face after phone interview
Job Description :
Qualifications:
4 + year(s) experience supporting PC hardware, Windows operating systems, ie 2000, XP, Win7
Magic/Service Desk Express experience.
Customer service background preferred
Practical hands-on experience in a number of the following areas: office automation software, LAN and mainframe systems, hardware and software troubleshooting, computer diagnostic and recovery tools
Ability to use standard desktop tools effectively, including Microsoft Office and Lotus Notes
Ability to think analytically and problem solve
Ability to work in a team environment
Strong verbal and written communication skills
Excellent client service skills
Ability to multitask
Position Description
The Sr. Help Desk Technician serves as a senior level technician at the Help Desk, and under the supervision of the Help Desk Supervisor.
Includes the ability to support, troubleshoot, and resolve internal and external client production calls. Create procedures, post documentation, and provide reporting.
This individual will also be required to create reports using Crystal Reports from Service Desk Express (Magic), perform basic administration within Service Desk Express, including adding/removing staff and updating business rules.
Responsibilities:
Ø Ability to write concisely, with excellent grammar, spelling and choose effective wording. Draft Firm-wide notices for Help Desk Supervisor review and distribution.
Ø Willingness to take ownership of problem/request and see it to resolution.
Ø Handle 3RD Party Systems Security Requests.
Ø Maintain first call resolution rate of 70% or higher.
Ø Enhance customer relationships with other Help Desk and Business Units.
Ø Support our external client products on our Internal Web Site.
Ø Ensure response time and resolution time objectives are met.
Ø Provide technical support to resolve IT related service requests.
Ø Partner with our Business Continuity Group on working with clients to test remote access ability.
Ø Resolved technical issues Install new software printer drivers when new equipment is added or moved.
Ø Log problem descriptions using the Service Desk Express (Magic) ticket tracking tool.
Troubleshoot application problems.
Ø Install software on stand-alone PCs/laptops.
Ø Follow-up with users and technical staff to ensure problem resolution and customer satisfaction.
Ø Research technical problems/issues.
Ø Remote control via SMS to readily resolve end users problem.
Ø Scan hard drives for viruses.
Ø Support call for remote access\ VPN\Blackberrys.
Thanks
Jigar Patel
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