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Help Desk Specialist

3 months ago

San Antonio, United States Dexian Full time

Job Title: Technical Support/Help Desk

Location: San Antonio TX 78245

Duration: 6 Month (Possibilities of extension or contract to hire)


PRINCIPAL DUTIES AND RESPONSIBILITIES


* Subject Matter Experts (SME) may be required to support training of new or existing staff.

* Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.

* Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.

* Manage assigned ticket queue and track issues to closure.

* Address and acknowledge tickets within the Service Level Agreement

* Report and follow-up on aging and reoccurring ATM issues.

* Assist with maintaining procedure documentation as it applies to specific countries.

* Effectively communicate issues and status updates with business users, service providers, and management teams.

* Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation.

* Workshop is 24x7 (365 days a year – weekends and holidays).

* Utilizing monitoring tools and ticketing systems for addressing issues.

* Review metrics (Spreadsheets, Data Trending/Analysis, Database). *as needed

* Be the technology advocate for the businesses and/or customers we support.

* Deliver exceptional customer service.

* Team member is to take ownership in reviewing our current work flow processes to ensure their accuracy.

* Foster teamwork, share knowledge with peers and eliminate silos.