Req Ref No: SPDCSH10
Position Title: Sr. Helpdesk Tech
Job Location: Washington, DC
Duration: 3 Months
Job Description: Deliverables:
Face-to-face desktop support to client internal customers ( which will include local travel to all supported client service areas) Intercept and manage customer IT service requestsvia telephone, chat, e-mail, or walk-in Troubleshoot and triage service requests face to face and/or via remote access Resolve service tickets or escalate to other support entities as needed and within SLA Perfo rm incident management to ensure trouble tickets are addressed in a timely fashion Support client PC Refresh Program: replacing old computers with new computers provided by client; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed. Support computer and peripheral moves for customers moving offices or cubicle locations Open a service ticket for every customer interaction disregarding mode of communication (e-mail, phone, fax, or walk-in) Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier 2 provides desk side support when
problems cannot be resolved remotely. The Support Technician/Tier 2 also provides client standard Enterprise application and/or client customized application support. Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium t o urgent). Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate
Manages difficult or emotional customer situations Meets all commitments Solicits customer feedback to improve service Use internal knowledgebase on every interaction Provide knowledgebase content on a weekly basis
Required Skills: Customer IT service ,QA surveys and other administrative duties
This is an onsite assignment and remote work is not allowed. The client will not allow any extended time off during the duration of the project.
Please respond to me with a copy to firstname.lastname@example.org along with your resume, hourly rate, current employment status, availability, contact details and a convenient time for you to talk to us.
If you qualify for the position, we will be requesting you the following –
1) Exclusive authorization from you to r epresent your resume to our Client
2) 2 Professional References
Kindly disregard this mail if the above job description is not suitable for you or if you are not looking out for new opportunities at this time. Please feel free to refer anyone you know who may be interested and qualified for this position. If you refer anyone, we will thank you with a referral bonus if your referral is hired.
VIVA recruiting team invites you to join VIVA Staffing Group on LinkedIn.
Group Link: http://www.linkedin.com/groups?about=&gid=3952666&trk=anet_ug_grppro
Thanks & Regards
VIVA USA INC.
IT Staffing & Solutions Firm.
Headquarters address: 3601 Algonquin Road, Suite 425, Rolling Meadows, IL 60008.
Tel: 847 960 5436 Fax: 847-483-1317
Please visit us on the web at www.viva-it.com