DeFSF Service Desk | 3 yrs exp | $25 Per Hour C2C
Information Unlimited Inc. - Dover, DE

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This is a re-release of another position that was put on hold as a result of staff changes. The manager is now prepared to review and interview candidates. Please submit anyone that was considered, but not rejected from the prior position.Service Desk Main Job Responsibilities Assist system end users with all FSF modules as well as Security-related and Password Reset issues where applicable. o Gains proficiency in 11 technical modules and develops in-depth knowledge of req to check process and two additional modules Troubleshoot, diagnose and resolve PeopleSoft application issues by researching problems using available information resources such as Closed Tickets, FAQ's, Alerts, or Defect Logs. Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues. Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received. Log all Service Desk calls, emails, and voicemails into the Enterprise Service Desk tool for tracking purposes. Follow Standard Operating Procedures (SOP). Identify and escalate situations requiring urgent attention or expert knowledge to appropriate SMEs. Route problems, create, track and document resolutions in regards to all ticket request assignments. Stay current with system information, changes and updates by attending Service Desk weekly meetings and Soaring Ahead meetings. 90 - 95% Phone and e-mail support. Provide exceptional Customer Service to the User community. Respond to incoming requests for assistance via calls, emails, or voicemails. Work on supervisor-assigned Projects when requested.Background check required if selected.Location: Kent CountyWorksite Address: 800 Silver Lake Blvd. Client: Delaware Government

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Information Unlimited Inc. - 17 months ago - save job - block