Technical Support ATL - Wednesday, October 28, 2009 10:06 - 0 Comments

Immediate need for Service Desk Support (Atlanta)

We have an immediate need for Service Desk Support. We need candidates with bilingual skills either English/ Spanish or English/ Portuguese. May require travelling.

Due to the overwhelming response, we will get in touch only with the chosen candidates.

Requirement 1 :

o 2-3 yrs of Experience in any service desk support region preferred

o Strong Knowledge of Windows, MS office

o Strong understanding of Citrix

· Basic understands the inter-relationship of software, hardware and communications

· User Experience in CRM tools such Remedy, Peregrine, HP Unicenter

· SQL scripting

· Ability to create knowledge articles

Roles and responsibilities:

Support critical applications and Infrastructure

·Business Guidance. Providing guidance on business issues related to the usage of the system.

· Problem assessment. The Support Analyst will be the main resource for assessing the cause, type and severity/impact of any reported problems.

o Receive calls

o Point of escalation for L1 for all issues

o Assign / Reassign priority for tickets using the ticketing tool.

o Primarily driving incident resolution and trend analysis for input to problem management team

Requirement 2 :

o 1-2 yrs of Experience in service desk support in the preferably hospitality industry

o Hardware trouble shooting skills, Printer and Network issues

· Basic understands the inter-relationship of software, hardware and communications

Roles and responsibilities:

·Business Guidance. Providing guidance on business issues related to the usage of the system.

·Application / Business Process Guidance.

·Problem assessment. The Support Analyst will be the main resource for assessing the cause, type and severity/impact of any reported problems.

· Receive calls

· Creation of ticket in ticketing tool

· Assign / Reassign priority for tickets using the ticketing tool.

· Incident management and complete ownership of the ticket by the analyst until closure

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Immediate need for Service Desk Support (Atlanta)