Description
Duration: 1+ Year Long Term - Contract
Description:
The 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 modules as well as Security-related and Password Reset issues where applicable.
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.
Skill Required/Desired
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
Prior experience supporting in a role that was 90%+ phone support Required 1 Years
Prior experience working with help desk that involved email support Required 1 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