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 GTRI Help Desk Support Specialist (Windows) (746548) Create date: 10-Sep-2024 No of Submissions : 4 Start date : 10/14/2024 End Date : 04/11/2025 Submission deadline : 09/13/2024 Client Info : GTRI-Advanced Concepts Note : * Agency Interview Type : Either Web Cam or In Person * Onsite Description : Provide unit level support i.... 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(This job is for - Help DeskSpreadsheet Jobs in GA Atlanta Analyst - (in Atlanta, GA))    Help Desk job openings in other states Jobs List DGS - Technical Support Analyst 3 - (747385) Create date: 09-Oct-2024 No of Submissions : 2 Start date : 10/28/2024 End Date : 10/31/2025 Submission deadline : 10/15/2024 Client Info : DGS Note: * Agency Interview Type : Web Cam Interview Only * Onsite * IMPORTANT: This is an ON SITE position, physically located at DCLS 600 N 5th.... (This job is for - Help DeskDNS Jobs in VA Richmond Analyst - (in Richmond, VA)) Help Desk III -134774 Create date: 05-Sep-2024 Bid Limit Per Vendor : 2 Start date : 10/07/2024 End Date : 06/30/2025 Submission deadline : 9/12/2024 at 4:00PM CST Client Info : DFI Note : * Interview Process: Teams video call with camera on * Duration of the Contract: 6/30/2025, with potential for at least 1-year exten.... 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(This job is for - Help DeskTroubleshooting Jobs in NJ Trenton Consultant - (in Trenton, NJ)) Help Desk II -130716 Create date: 21-May-2024 Bid Limit Per Vendor : 2 Start date : 06/03/2024 End Date : 06/30/2024 Submission deadline : 05/23/2024 at 4:00 PM CST. Client Info : DOA Note : Interview Process: Microsoft Teams interview. Video and Audio on. Duration: Hire through 6/30/24 with extensions likely. Help Desk Jobs in WI Madison Developer - (in Madison, WI))    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.... 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