Hi
Positions below ……… Send me profiles : arj...@usmsystems.com *(LOCALS ONLY!!)* *Role : Help Desk Technicians needed * *Location: Charlotte NC* *Duration: 6 months* *Number of Positions: 4* *KEY SKILLS;* *My top two requirements are:* *1. Highly skilled in the analysis of Windows 7 workstations in a corporate environment* *2. Outstanding customer service phone skills* *Additional skills are listed below.* Responsibilities: Under supervision of the *Help Desk Manager and guidance of Technical Support Representative (TSR)* performs tasks and completes assignments to provide efficient and effective delivery of technology services to LPL Financial employees. This includes fulfilling service requests; providing first line technical support via phone to end users; gathering and analyzing metrics as they relate to the Service Desk; participating in and completing special assignment projects or tasks Provide exemplary customer service through the application of Service Management best practices to all employees of client, affiliated entities, and customers. - *Provide Level 1 hardware and software technical support for a wide array of platforms across multiple locations via an ACD phone system or email* - Provide First Call Resolution as applicable, to calls received - Log all Incidents in the IT Service Management system - Ensure proper communication on all escalated issues - Document progress of assigned Incidents in the IT Service Manager system - Provide status for all Incident and Request tickets in the ITSM system, as needed - Document the IT Service Manager system, as needed regarding incidents. Perform analyst functions as they apply to service delivery using Service Management best practices. - Assist with the development of Key Performance Indicator (KPI) metrics to identify opportunities and risks to meeting organizational goals - Conducting customer (internal) service surveys and analyzes results utilizing tools such Net Promoter and Survey Monkey - Assisting with special assignments or projects. - Interact with key stakeholders to assess needs and recommend the right solution to help solve business problems - Recommend changes or improvements to the Service Manager system and work flow QUALIFICATIONS - *Must have two years of recent IT/Help Desk Support experience in a large corporation* - Must have strong customer service skills - Must have strong verbal and written communication skills - Strong tier 1/tier 2 technical support skills in Windows 7 used in a corporate environment - Familiarize with Active Directory/Exchange/Outlook required - Familiarized with concepts of networking as related to workstation operation - *Experience with Service Desk ticketing systems* - *Experience working with ITIL Service Management best practices * - Data analysis and presentation skills are desirable - Bachelor’s degree preferred - *ITIL Foundations certificate preferred* *Thanks & Regards* *ARJUN * 14175 Sullyfield Circle, Suite # 400,Chantilly, VA 20151, U.S.A Email: *arj...@usmsystems.com <arj...@usmsystems.com>* , Phone: *703-880-4177* Skype: *arjunk_usm* ISO 9001 ,ISO 20000, CMMI Level 3 Certified Company Ranked No.7 in the Washington DC area-*Washington Business Journal, 2013;* Smart CEO Award Winner By SMART CEO Magazine, Baltimore, U.S.A; *Inc5000* *Recognized Fastest growing private company in U.S.A. **www.usmsystems.com* <http://www.usmsystems.com/>*, * -- You received this message because you are subscribed to the Google Groups "SAP BASIS" group. To unsubscribe from this group and stop receiving emails from it, send an email to sap-basis+unsubscr...@googlegroups.com. To post to this group, send email to sap-basis@googlegroups.com. Visit this group at http://groups.google.com/group/sap-basis. For more options, visit https://groups.google.com/d/optout.
