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Service Desk Consultant

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Job Details
Job Order Number
JC29885798
Company Name
Hire IT People, LLC
Physical Address
 
Job Description

Service Desk Consultant

This Job was posted over 30 Days Ago on 07-03-2012

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Job ID :

1001

Company :

State of Delaware

Location :

dover, DE

Type :

Hire

Duration :

6 Months

Rate :

Open

Status :

Active

Openings :

1

Posted :

5 years ago

Job Seekers, Please send resumes to resumes@hireitpeople.com 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.

Complete Description:

• 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.

Skills:

Prior technical help desk support experience

Required 3 Years

Critical thinking and problem

solving skills in prior positions

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 support

Required

Prior customer service/phone

experience

Required

Prior experience working with

help desk that involved email support

Required

Questions:

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 Delaware?

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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