Address
Form of workHelpdesk support 24*7:-
Position Title : Help Desk
Location : Bossier City, LA
Client : Veteran Affairs
Joining : March 2018
Shifts : Multiple
Exeprience : 2/3 Years
This is a 24/7 work environment with rotating shifts. The initial requirement is for 24 resources. Location is Bossier City, LA.
Department of Veterans Affairs Tier 1 Help Desk Specialist is responsible for day to day role mentioned below.
- Handle incoming contacts via electronic media such as:
- Telephone (via toll-free access numbers)
- Electronic mail
- SMS/text messaging
- Web-Chat submissions
- Self-service web portal
Qualification Equivalencies:
- Act as the single interface and Single Point of Contact (SPOC) for all communications with and between end-users and resolver groups regarding all incidents and tickets
- Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups
- Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions
- Provide timely response to all tickets based on priority and impact
- Communicate status of incidents to end-users as status changes
- Transfer the incident to the appropriate work queue as required
- Immediately perform a warm-transfer to the appropriate application resolver group for applications issues
- Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR's based on priority
- Communicate status of SR's to end-users as status changes
- Transfer the SR to the appropriate resolver group as required
- Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs
- Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures
- Initiate and monitor trouble tickets
- Submit and monitor SRs
- Initiative and introduce workflows
- Access self-service knowledge articles, how-to best practice guides, announcements, FAQs, and other related information in order to assist End-Users
- Facilitate First Contact Resolution (FCR)
Offers of employment are contingent upon satisfactory background check.
