APR Consulting, Inc. has been engaged to identify a Service Desk Technician
Location: Fort Lauderdale, FL 33316
Position: Service Desk Technician
Pay Rate: $ 32
Duration: 13 weeks – potential temp to hire
Expected Shift: Monday – Friday from 12:00 p.m. – 8:30 p.m.
Job Summary:
Under general supervision, provides first level customer support. Resolves hardware and software problems within established service level agreements. Processes incidents and service requests through established incident and request fulfillment processes. Proactively looks at root cause and trends in incident handling. Provides feedback as part of ongoing process improvement activities. Elevates complex problems to most senior levels in a professional fashion.
JOB RESPONSIBILITIES:
• Incident Management: Acts as a primary point of contact for incidents and service requests as reported from customers, system monitoring and alerts.
• Executes the day-to-day activities of the Incident Management Process. Answers customer problem and inquiry calls, voice-mails, and e-mail and performs the proper competency level problem triage and resolution.
• Enters all required problem logging, troubleshooting, and status information into the incident management system and assigns appropriate system codes. Uses proper sentence structure, punctuation and grammar in all communication and documentation.
• Communicates with customers concerning the status of incidents and service requests. Exhausts all options in contacting customer prior to downgrading the priority of an incident or service request. Seeks customers approval to downgrade the priority.
• Documents all communication attempts with the customer in the incident or service request record. Honors appointments with customers. Contacts the customer in advance if unable to meet at appointed times and informs all appropriate parties.
• Problem Management: Helps ensure that documented and standardized methods and processes are developed and used for efficient and permanent resolution of problems identified by the Problem Management Process.
• Recognizes trends and identifies global issues.
• Monitors appropriate system indicators and effects timely intervention to limit problem escalation.
• Identifies the need for revision of or additional technical documentation.
• Reviews incidents and service requests as a learning opportunity.
• Communication & Documentation: As directed prepares required documentation and communicates in a professional manner.
• Logs incident and/or service request records accurately and completely. States the customer’s problem, request, resolution and any other pertinent information clearly.
• Handles difficult customers, complaints, and escalations appropriately. Speaks in a clear crisp voice with a pleasant tone and appropriate volume. Responses address all questions and issues. Responds in a timely manner.
• Assists in developing and maintaining technical and operational documentation. Writes documentation in a clear manner and in terminology that will be easily understood by the reader.
• Department Operations: Assists in operational requirements of the IS Service Center.
MINIMUM REQUIREMENTS:
• Education (or equivalent years of experience): Associate's degree or specialized training
• Experience (or equivalent education): 6+ months of related experience
• Certification/Registration: ITIL Foundation cert., CompTIA cert. A+ and Network+, and/or Microsoft Certified Desktop Support Technician (MCDST) PREFERRED
Our client is one of the largest Healthcare Staffing Providers in the United States, to be assigned at one of their affiliated hospitals/healthcare facilities.
This particular client is requiring that all new hires show proof of vaccination. However, accommodations may be made for those with disabilities or religious reasons who cannot obtain a vaccine.
Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Don't miss out on this amazing opportunity! If you feel your experience is the match for this position please apply today and join our team. We look forward to working with you!
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