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Lafayette, LA 70506
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LEDA Virtual Job Fair

 

Employers interested in posting their job openings on the LEDA Virtual job fair (at no cost) can send job description, qualifications, and application method to LEDA's Director of Workforce Development by email.


In addition to posting your vacancies on LEDA's website, positions are also distributed to a network of workforce centers and educational institutions as appropriate.





Position: Service Desk Coordinator- (2pm to 11pm Central Time) (CGI)

• Provide Tier 1 user support.

• Triage, analyze, research, track, escalate reported incidents and drive to resolution.

• Execute service desk processes for Request Fulfillment, Incident Management, and support Problem Management.

• Provide primary support coverage during assigned shifts by the successful and timely handling of all inbound issues received thru both the hotline and email address.

• Efficiently manage service tickets ensuring that all assigned tickets and tasks for the shift are updated on a daily basis.

• Assist with Quality Control process on resolved tickets and constructively provide / receive feedback on Quality Control findings.

• Process access requests to various systems.

• Provide initial triage of network problems in the cloud environment.

• Quickly and correctly troubleshoot and resolve common issues and frequently asked requests.

• Accurately enter all customer and system interactions into Service Desk ticketing program and ensure correct routing and communication of escalated events.

• Provide excellent customer service and meet set customer satisfaction standards. Maintain client confidence and keep information confidential.

• Adhere to policies and procedures addressing problem identification, documentation, routing, escalation and resolution.

• Constantly maintain a professional interaction with all contacts and ensure high communication.

• Communicate clearly both verbally and in writing.

• Utilize incident management tools in analysis and troubleshooting.

• Identify, escalate and communicate issues in a timely manner.

• Contribute to building a knowledge base centered on known incidents/defects, Frequently Asked Questions, resolved issues, applying lessons learned and previous resolutions to new incidents.

• Recommend business processes improvements on Tier 1 service desk functions.

• Provide status reports to service desk manager.

Qualifications:

• Must understand the service desk lifecycle and processes. Experience with providing end user support.

• Proven history of taking ownership and accountability of assignments, build and share knowledge, work independently and as a team

• Proven excellent customer service and people skills; excellent analytical, written and oral communication, and relationship building skills.

• Proven ability to manage multiple assignments simultaneously.

• Must be proactive and self-motivated; committed to meeting SLAs.

• Must have ability to interact professionally with diverse groups, technical teams, clients, contractors, subject matter experts, and end users.

• Must have knowledge of Microsoft Office Suite, Outlook and SharePoint.

• Must have at least one year of customer service/facing related experience (Help/Service Desk, retail, food service, etc.)

Due to the nature of the contract, US Citizenship is required.

Desired:

• Certifications for Cisco, Microsoft, A++, and other IT related items

• JIRA Service Desk or ServiceNow experience

• ITIL Foundations V3

Application Requirements:
Apply online at https://cgi.jobs/jobs/?location=Lafayette%2C+LA

Apply Online

Job Posted:
07/15/2019
Application Deadline:
09/15/2019


Resume Prep & Job Search Assistance

Click below to find more information on visiting the local Business & Career Solutions Center at 706 E. Vermilion Street, Lafayette, LA where staff can assist you with resume preparation assistance, job search assistance, and referrals to training and employment opportunities.


  

  Job Posting Websites

Click Here to view a listing of upcoming job fairs.