Job Role: Help Desk Support

Location: Lincolnshire, IL or San Francisco, CA (Day 1 onsite)

Duration: 12 Months

ROLES & RESPONSIBILITIES:

· Need 10 Years of Experience

· 3-5 years of experience

· Provide active resolution on all calls or emails logged for IT assistance within the agreed upon SLA timeframes.

· Answer user inquiries regarding computer software or hardware operation to resolve problems timeously.

· Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

· Refer major hardware or software problems or defective products to vendors or technicians for Help.

· Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities on the relevant systems.

· Accept in scope Services Incidents and Service Requests from the internal divisional clients IT Help Desk(s) and End-Users or from external contracted Service Providers

· Record and redirect/dispatch out of scope Calls and/or Service Requests as per process agreed with client.

· Identify, log, prioritise, escalate and track all Incidents (e.g., inquiries/ Incidents/ Service Requests) in the Service Provider IT Help Desk Management system

· Process Incidents and Service Requests received via the web interface (on a first in first out basis).

· Coordinate service delivery with support groups within each of the other Service Towers, including agreed and on boarded third parties, and in coordination with Client operating divisions, as necessary

· Co-operate with internal divisional Client IT Help Desks and other third parties, as necessary.

· Monitor Incidents and Service Requests and escalate per policies and procedures until resolution.

· Identify Problem characteristics and Root Cause Analysis

· Resolve Incidents within prescribed time limits, if possible, otherwise escalate to appropriate Level 2 resource

· Verify acceptance of services by contacting the End-User to confirm results and level of End-User satisfaction

· Diagnose Incidents using remote control capability and when possible implement corrective actions to Resolve Incidents.

· If Resolution is not possible, the Incident shall be escalated as per the escalation procedures

· Utilise remote controls to manage and update desktop System Software and to maintain configuration and inventory information

· Utilise remote control tools to manage and enforce compliance with configuration management standards

· Assist in enabling the enforcement of compliance to configuration management standards and the appropriate optimisation at the desktop.

ESSENTIAL QUALIFICATIONS:

· Grade 12

· A , N

· Soft Skills and ITIL Foundation

· Technical IT Qualification

· Good Communication over English & Spanish

· Open to work in shifts - 24 x 7

· Function related experience: 2-3 years with ServiceNow as the ITSM tool working knowledge – MUST HAVE

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Job Types: Full-time, Contract

Salary: $20.89 - $25.16 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 10 years
• 11 years

Schedule:

• Monday to Friday

Ability to Relocate:

• Lincolnshire, IL 60069: Relocate before starting work (Required)

Work Location: In person