Help Desk Specialist
4 weeks ago
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.
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