The mission of Intelink is to provide net-centric information sharing and collaboration capabilities that enable the extended national intelligence enterprise to collaborate in a common shared space. These capabilities focus on delivering web-based services of common concern. These services include content search and discovery, media/file sharing, Intellipedia, a web-based email, instant messaging, self-servicing hosting, and access/authentication services for the shared space environment.
You will be a member of a team of mixed Level 1 and Level 2 Service Desk professionals supporting collaborative webbased applications and identity management administration.
This a 24 X 7 shift position which includes weekends and holidays.
Essential Job Functions
Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met.
Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems.
Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations.
Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
Provides leadership and work guidance to less experienced personnel.
High school diploma or G.E.D.
Two or more years of technical training
Eight or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer-related problems
Experience working with company escalation policy
For over 50 years, CSC has been a leader in the global IT industry.
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