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Service Desk in Lincolnshire, IL at Genesys Talent LLC

Date Posted: 11/14/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    11/14/2018

Job Description

Our partners at Aptino have an immediate need for a Service Desk Agent for a a 4 month contract with the possibility of extension in Lincolnshire, IL. The rate for this position is $13-15/hour but is flexible based on experience.

Job Description:

  • Handle Trouble Tickets in the form of Calls/ Emails / Voice Mails
  • Maintain ownership of the tickets until they are closed and update status
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Take ownership of user problems and be proactive when dealing with user issues.
  • Provide basic \ standard \ advanced problem resolutions
  • Answer Basic *How to- user questions leveraging a knowledge base, job aides etc.
  • Provide support on basic Networking issues - Knowledge of VPN/Wireless/Lotus notes, Remote Desktop, MS Exchange.
  • Basic troubleshooting of ERP (SAP, PeopleSoft)
  • Provide first level technical support for all systems, business services and applications supported by Client and used by the business units within the company through various interfaces
  • Update technical and functional skills as the new technology is introduced
  • Document incidents and service requests in the ticketing tool
  • Analyze problems and initiate corrective actions as deemed by client processes and procedures
  • Attend Team meetings
  • Update Knowledge repository and participation in process improvement initiatives
Requirements:
  • Total IT experience of 2+ years working within a large enterprise as a service desk engineer
  • Working knowledge in ITIL environment
  • Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking
  • Knowledge of Standard Microsoft applications