ITIL Service Desk Problem Solving Skills MS Windows MS Office Suite O365 Experience   Requirement id 141920 Job title Specialist Job location in Raleigh, NC Skills required Customer Service Skills, ITIL, Call Center Experience, Service Desk Problem Solving Skills MS W Open Date 27-Jun-2023 Close Date Job type Contract Duration 12 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Specialist: Customer Service Skills, ITIL, Call Center Experience, Service Desk Problem Solving Skills MS W Hybrid start date :05/01/2023 End date :04/30/2024 submission deadline : 07/03/2023 client info : NCDIT Description : ------------------------------------------- **This is a remote position. This candidate will work either: Sat – Tues - Sat and Sun hours are 7am – 7pm and Mon and Tues hours are 7am to 4pm so its a 40 hour week OR Wed – Sat - Wed and Saturday hours are 7am to 7pm and Thurs and Fri hours are 8am to 4pm so its a 40 hour week. The DIT Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests. Service Desk Technicians provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology-based systems located throughout the state agencies and universities, as well as for private businesses and citizens. The Service Desk Tech provides advanced technical support via phone, email, chat, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/troubleshooting problems and soliciting relevant information from users to describe and document routine and non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer experience and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed. Required Experience: - Impeccable customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology. - Enhanced computer literacy is required. - Understanding of contact center environment and Service Desk role. - Experience with ServiceNow is preferred. - HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred. - Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required. - Advanced troubleshooting and problem solving skills in Microsoft Windows, Office suite, O365, desktop hardware/software, voice and network connectivity, network printing, email, smartphones, and web-based applications. - Ability to organize and follow more complex and/or detailed technical procedures. - Capable of analyzing and resolving routine problems based on existing documentation, training, and resources. - Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions. - Demonstrated sense of ownership, reliability, and urgency. - Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly. - Proficient in translating technical issues into understandable terms for non-technical users. Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 141920 while calling.   Other jobs in NC: Chapel Hill (2), Charlotte (58), Dix Campus (1), Greensboro (3), Morrisville (2), North Charlotte (2), Raleigh (96), St Raleigh (2), Winston Salem (3), Customer Service Skills job openings in Raleigh, NC Jobs List NCDIT - System Administrator- Mid Level (740569) Create date: 08-Jul-2024 No of submissions :2 Start date :07/01/2024 End date :06/30/2025 Submission deadline :07/10/2024 Client info :NCDIT Note: * Onsite Description : **This is an onsite position. We need this position that p.... (This job is for - SCCM Jobs in NC Raleigh Administrator - (in Raleigh, NC)) NCDPS - Business Analyst- Mid Level (740470) Create date: 08-Jul-2024 Hybrid No of Submissions : 2 start date :07/15/2024 End date :07/14/2025 submission deadline : 07/10/2024 client info : NCDPS Note: * Agency Interview Type: Either Webcam Interview or In Person * Business Analyst required to performs analytical analysis inclu.... 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