Help Desk SLA ITIL Change Management Risk Management HDICSR Certification Customer S   Requirement id 137861 Job title Consultant Job location in Atlanta, GA Skills required Help Desk, Customer Service, SLA, ITIL Change Management Risk Management H Open Date 05-Dec-2022 Close Date Job type Contract Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: Help Desk, Customer Service, SLA, ITIL Change Management Risk Management H start date:12/15/2022 End date:06/30/2023 submission deadline:12/30/2022 client info : APS - IT Description: we are seeking a qualified Service Desk Lead with experience managing an IT Service Desk that supports APS schools and administrative locations. Summary: The Service Desk Team Lead ensures that the team is delivering great customer service, is meeting Service Level Agreements (SLAs) and is managing incident restoration. Meeting customer service expectations entails monitoring and reporting on performance metrics. Under the supervision of the IT Service Operations Specialist the Service Desk Team Lead may be selected to be part of the level 2 support (within the service desk) to provide expert support to other analysts for critical issues or applications. Scope of Work/Key Responsibilities: Drive the help desk team and instill a customer service culture Act as a technical escalation point for team members Approve inter team escalations and oversee the incident to completion Develop inter and intra team processes that promote efficiency and communications excellence Oversee the prompt completion of breached SLA tickets Track trouble ticket resolution metrics against SLAs Promote processes that support the ITIL methodology, change management and risk management Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics Escalate incidents to level 2 or level 3 support according to established processes and procedures Provide support for APS IT projects (as needed) Report to IT any suggestions that will improve process or make support easier or more efficient Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes Conducts Service Team and End-user training Provide management and performance reports Contract Duration: 1 year (initial) Option to extend annually - based on performance Skills and Qualifications: 5+ years work experience (minimum)  HDICSR certification required Strong customer service skills Prior service desk leadership experience Experience working as a desk side support analyst A+ Certification a plus Proficient in understanding of network, wireless support Knowledge of best practice security standards and techniques a plus Microsoft Windows certification preferred Familiarity with the ITIL framework Must have clean criminal record with the ability to pass finger-print background check, Must be authorized to work in the Unites States Personal Attributes: Strong planning, organizational, time management, interpersonal, leadership, verbal and written communication skills Ability to work effectively on tight deadlines, as necessary Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers Ability to work under pressure and stay calm/focused when working with irate customers or users Positive, productive team leader Precise, reliable, dynamic and flexible Education/Training: Minimum of Associate degree with a Bachelors degree in a related field preferred. 5+ years experience in Service Desk support. Equivalent combination of education and experience will be considered.   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 137861 while calling.   Other jobs in GA: Alpharetta (12), Atlanta (37), Conyers (2), Downtown Atlanta (1), Dublin (1), Duluth (5), Dunwoody (4), Lawrenceville (2), Norcross (4), Help Desk job openings in Atlanta, GA Jobs List GA DHS - Child Welfare (714764) Create date: 06-Jul-2023 Remote Start date :07/24/2023 End Date :06/30/2024 Submission deadline :07/12/2023 Client Info :DHS Description : ------------------------------------------------------ The Child Welfare Modernization Help Desk Analysts role is to ensure proper computer operation so that end users can.... (This job is for - Help Desk MS Office Jobs in GA Atlanta Analyst - (in Atlanta, GA)) Interactive Field Tech Support Analyst- 58462 Create date: 05-Jul-2022 Start date : 07/18/2022 End date :06/30/2023 Submission deadline :07/18/2022 Client Info : APS - IT Description : Interactive Field Tech Support Analyst Scope of Work/Key Responsibilities: Adhere to established standard operating procedures and service level agreements .... (This job is for - Help Desk Support Jobs in GA Atlanta Analyst - (in Atlanta, GA)) GA CJCC Help Desk Analyst 1 (685026) Create date: 15-Jun-2022 Start date :07/05/2022 End Date :10/07/2022 Submission Deadline :06/21/2022 Client Info:CJCC Description: Must be local to Metro Atlanta. Hybrid role: onsite Tues & Thurs & remote Mon, Wed & Fri Job Summary: Under direct supervision, assists customers with tier one is.... (This job is for - Help Desk Jobs in GA Atlanta Analyst - (in Atlanta, GA)) GA DHS - ID Analyst (675236) Create date: 02-Feb-2022 Start Date :02/21/2022 End Date :06/30/2022 Submission Deadline :02/11/2022 Client Info : DHS Note : * Agency Interview Type: Web Cam Interview Only Description : *THIS IS NOT A TECHNICAL SUPPORT POSITION. THIS POSITION IS AN ADMINISTRATIVE RO.... (This job is for - Help DeskSpreadsheet Jobs in GA Atlanta Analyst - (in Atlanta, GA)) DECAL- IT Support Specialist (630488) Create date: 08-Jun-2020 Start Date :07/06/2020 End Date :06/30/2021 Submission Deadline:06/11/2020 Client Info:DECAL-IT Note: * Agency Interview Type:Either Web Cam or In Person Description: Job Title: IT Support Specialist Division: Information Technology Job S.... (This job is for - Help Desk Jobs in GA Atlanta Specialist - (in Atlanta, GA))    Help Desk job openings in other states Jobs List SCC Technical Support Analyst 2 (731722) Create date: 14-Mar-2024 Hybrid Start date :04/01/2024 End Date : 04/01/2025 Submission deadline : 3/19/2024 Client Info : SCC Description : ------------------------------------------------------ **local candidates required due to onsite requirement **Candidate selected MUST work onsite 100% in the first.... (This job is for - Help DeskMS Office Jobs in VA Richmond Analyst - (in Richmond, VA)) Help Desk I -127948 Create date: 05-Mar-2024 start date : 04/22/2024 End date : 06/30/2024 submission deadline :3/12 at 4 PM CT client info :DOA Note: * Interview Process: Remote Interviews through TEAMS - 1 round * Duration: through 6/30/2024, possibility of extension Candidate MUST be a WI resident or willing to relo.... (This job is for - Help DeskTroubleshooting Jobs in WI Madison Consultant - (in Madison, WI)) Help Desk IV -125229 Create date: 14-Dec-2023 Start date : 01/08/2024 End Date : 06/30/2024 Submission deadline : 12/20/23 at 4:00PM CST Client Info : DFI Note : * Interview Process: Teams * Duration of the Contract: 6/30/2024 * Onsite or Remote? 100% onsite. Candidate MUST be a WI resident or willing to relocate to WI at the c.... (This job is for - Help Desk Jobs in WI Madison Developer - (in Madison, WI)) Help Desk Analyst - Level 1 - 61811 Create date: 06-Nov-2023 Start date : 12/11/2023 End date :12/08/2024 Submission deadline :11/13/2023 Client info : CT DCF Note: * Position Location: On Site Description : STATE OF CONNECTICUT DEPARTMENT OF CHILDREN AND .... (This job is for - Help Desk Jobs in CT Middletown Analyst - (in Middletown, CT)) DAS-Service Desk 1/ SD1 (722018) Create date: 04-Oct-2023 Remote start date :10/30/2023 End date :06/30/2024 submission deadline :10/06/2023 client info :DAS Description : Years of Relevant Experience Minimum 1 year of experience required in help desk or call center technical Support. 3+ year.... (This job is for - Help Desk Jobs in OH Columbus Consultant - (in Columbus, OH))    Help Desk job openings in GA Jobs List GA DHS-Child Welfare Modernization Help Desk Analyst(692685) Create date: 08-Sep-2022 Start date :09/26/2022 End Date :06/30/2023 Submission deadline :09/19/2022 Client Info :DHS Description : The Child Welfare Modernization Help Desk Analysts role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, docum.... (This job is for - Help Desk MS Office Jobs in GA Georgia Analyst - (in Georgia, GA)) Help Desk Analyst 1 - 54462 Create date: 01-Feb-2019 Start Date :02/12/2019 End Date :02/12/2020 Submission Deadline :02/05/2019 Client Info :GA DPH Description : Under supervision, assist customer with tier one issues or forward to second tier support for issues beyond subject matter expertise. Work and communicate with .... (This job is for - Help Desk Training Jobs in GA StreetAtlanta Analyst - (in Streetatlanta, GA)) Help Desk Analyst 1 - 54154 Create date: 22-Oct-2018 Start Date :11/01/2018 End Date :01/01/2019 Submission Deadline :11/01/2018 Client Info : GA DPH Description : Job Summary Under supervision, assist customer with tier one issues or forward to second tier support for issues beyond subject matter expertise. Work and com.... (This job is for - Help Desk Jobs in GA StreetAtlanta Analyst - (in Streetatlanta, GA)) Telecommunications Support - 52742 Create date: 31-Oct-2017 Start Date : 11/13/2017 End Date : 06/29/2018 Submission Dead Line : 11/07/2017 Description : Description of Duties: Installs, troubleshoots, and repairs telecommunications equipment. Installs data/voice cabling including network and telephone lines and Voice over .... (This job is for - Help Desk Jobs in GA Decatur Developer - (in Decatur, GA)) (Consultant: Help Desk, Customer Service, SLA, ITIL Change Management Risk Management H in Atlanta, GA)

Featured Jobs DHCP LANWAN Analyst (Jobs in Atlanta, Georgia) JavaScript Communication Analyst (Jobs in Richmond, Virginia) Agile SCRUM Manager (Jobs in Madison, Wisconsin) Cisco LAN Manager (Jobs in Stafford, Virginia) Dataverse SQL Developer (Jobs in Raleigh, North Carolina) Data Developer (Jobs in Durham, North Carolina) SOAP JavaScript JSON SQL Administrator (Jobs in Salem, Oregon) MicrosoftOffice Consultant (Jobs in Golden, Colorado) GIT Automation Ansible Engineer (Jobs in Raleigh, North Carolina) SCRUM Azure Analyst (Jobs in Lansing, Michigan)