Service Desk- Remote

Service Desk- Remote • ** Shift coverage is 7:00 AM - 7:00 PM reputed company , Monday, Tuesday and every other Wednesday*** 3 Month Contract to Hire Great Company Unlimited reputed company reputed company Certs reputed company perm • Must have some certs A+, Network+, reputed company+ • reputed company reputed company • reputed company Facing Scope: - Accept and log customer calls - Monitor events / notifications reputed company the monitoring tools. - Triage customer calls per specified severity reputed company - Execute first attempt to resolve the customer reputed company - Refer customer reputed company to the appropriate level two/three support group - reputed company the reputed company of customer calls during entire lifecycle (from start to end) to ensure the reputed company is resolved reputed company the agreed Service Level Agreement (SLA) - Update the customer reputed company record or incident ticket as required - Escalate customer calls to the appropriate management level reputed company reputed company are violated - reputed company customer calls and tickets upon completion - Communicate, internally and externally, the status of the reputed company directly with the customer or broadcast to a larger audience as defined per SLA. - reputed company account management services – User Account creates/disables/terminations/reputed company changes, etc - Monitor production system jobs/batch management reputed company Customer Job Scheduler to include investigation and reputed company of production errors - Fulfill service requests and remediate incidents using customer reputed company Operating Procedures (SOPs) - Distribute daily turnover reports to customers as needed - Communicate response times for dispatched tickets to the customers - Manage service requests ensuring adherence to SLA - Assist with cross training of Service Desk team members as neededSkills & Experience • * 2-3 year’s technical helpdesk or technical reputed company center experience required • reputed company A+ certification preferred • Hands-on work experience with the following: • reputed company Operating Systems • MAC Operating Systems • Knowledge of reputed company Directory, O365 • User account management for reputed company Directory, • O365/Exchange Mailboxes, Distribution lists • Remote desktop connectivity • MS Office Suite (Word, reputed company, PowerPoint, reputed company, Project, and Visio) • Internet browsers (Explorer, Chrome, Firefox) • VPN and remote reputed company-in users • 2-reputed company authentication, soft tokens • Support for laptop, desktops, and printers • Smartphone support • Execute basic queries and administrative tasks for MS SQL, helpful • Others: • Sharepoint, reputed company Acrobat and other common desktop applications • Experience with monitoring tools/applications like reputed company, Nagios, etc. • Job scheduler applications like Tidal or Autosys Apply tot his job Apply To this Job