Service Desk Support - Dallas

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  • Location:

    Hebron, Texas

  • Job type:

    Contract

  • Job ref:

    335915

  • Published:

    27 days ago

  • Expiration date:

    07/28/2021

  • Start date:

    ASAP

Job Summary:

Signature Consultants is seeking a Service Desk Support individual for an opportunity with a client located in Hebron, TX.

Responsibilities:

  • Primary ticket owner for all issues reported
  • Subject Matter Expert for knowledge/information specific to the assigned Client(s)
  • Work closely with the Service Desk Manager to keep them up to date on salient topics
  • Ownership of Client Documentation ensuring accuracy and completeness at all times
  • Daily, Weekly & MonthlyAnalytics
    • Urgent / Hot Tickets (Matters that need special attention)
    • Stale Tickets (Open <30 Days / Not updated within last 2 Days)
    • Weekly Performance Reporting (Service Level Agreements)
    • Special data request from Client
    • CSAT / Net Promoter Score (Customer Satisfaction Scoring)
  • Analyze, Monitor and Trend support requests and processes
  • Incident / Problem Management
    • Assist in Client communication and awareness
    • Track, trend and report on service degradation's that repeat in nature
    • Root Cause Analysis
  • Escalation point for Client end users with chronic troubles
  • Maintain daily operational SLA performance for individuals and team
  • Install, modify, and repair Client connectivity, hardware, software and applications
  • Identify, Review & Write technical, departmental and Service Desk guidelines and operating procedures
  • Respond to queries either in person, via email or over the phone
  • Provide escalation and assist customers through problem-solving process
  • Run diagnostic programs to resolve problems
  • Install and trouble shoot computer peripherals (printers, keyboards, etc) for Client users
  • Follow up with customers to ensure issue has been resolved
  • Gain feedback from customers about issue resolution and quality of service
  • Assists with desktop and laptop imagining and installation as needed
  • Assists in the operations of enterprise systems as needed

Requirements:

  • Minimum of 5yrs in Service Desk operations or Call Center support
  • Prefer 2yrs of Business Analytics experience
  • Prefer 2 yrs of Project Management experience (PMP a plus)
  • Prefer 4yr degree in Computer Science or equivalent work experience
  • Advanced knowledge of company supported systems / applications
  • Ability to learn and support new applications/tools
  • Requires sound interpersonal skills
  • Must be able to multi-task
  • Strategic thinking skills
  • Basic understanding of IT structures and networking
  • Strong time management skills
  • Strong written English language skills
  • Excellent attention to detail and possess exemplary customer service skills
  • Ability to think outside the box
  • Strong analytical skills
  • Ability to work as an individual contributor with little supervision
  • Industry-relevant certifications a plus (MS, Comp-TIA)
  • Experienced in administering MS O365, Active Directory, Azure
  • Troubleshooting/problem-solving skills
  • Must have the ability to work under pressure in a fast paced work environment
  • Strong Teamwork skills, support experience and must have a high level of Integrity

Physical Demands:

  • Ability to use a keyboard to enter and retrieve data
  • Must be able to view computer monitor and phone
  • Lifting and/or carrying of 15-30 lbs. or more

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.

EEO Employer

Signature Consultants is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Signature will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 888.838.1020.