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Service Desk Consultant

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Job Details
Job Order Number
Company Name
Hire IT People, LLC
Physical Address
Job Description

Service Desk Consultant

This Job was posted over 30 Days Ago on 06-27-2012

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Job ID :


Company :

State of Delaware

Location :

dover, DE

Type :


Duration :

6 Months

Rate :


Status :


Openings :


Posted :

5 years ago

Job Seekers, Please send resumes to or Call: (202) 719-0200 Ext: 127

Short Description:

The FSF Service Desk assists end-users with the

application of accounting policies and system processes impacting all financial

modules. The consultant troubleshoots,

diagnoses and advises end users on corrective actions.



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


• Respond to incoming requests for assistance via calls,

emails, or voicemails.

• Work on supervisor-assigned Projects when requested.


Prior technical help desk support experience

Required 3 Years

Critical thinking and problem solving skills in prior


Required 3 Years

Prior experience supporting systems running on Windows

based OS

Required 2 Years

Peoplesoft application experience

Highly desired 1 Years

Prior experience supporting accounting applications

Highly desired 1 Years

Knowledge of accounting principles and terms

Desired 1 Years

Prior experience supporting in a role that was 90%+ phone



Prior customer service/phone experience


Prior experience working with help desk that involved

email support



Question 1

Please list any experience the candidate has with

Delaware’s First State Financials System.

Question 2

Please list any experience working for the State of


Question 3

Would the candidate be able to work out of our Dover,

Delaware office five days a week between 8 and 4:30?

Question 4

Please list any projects or jobs where the candidate has

worked in supporting financial accounting systems.

Question 5

Is the candidate aware they will need to successfully

pass a State and Federal Criminal Background check?

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