What are the responsibilities and job description for the Service Desk Consultant Level 3 position at Miracle Software Systems, Inc.?
Job Details
Miracle Software Systems,Inc is Looking for Service Desk Consultant Level 3 @ Novi MI, Onsite .please go through the below requirement and let me know your interest
Role: Service Desk Consultant Level 3
Location : Novi, MI/ Remote
Duration: 6 Months
Responsibilities:
Significant skill using ITSM tools to log and track incidents and service requests.
Significant experience troubleshooting more complex hardware and software issues.
Significant skills to create and update knowledge base articles to resolve IT problems.
Significant experience with escalation protocols to ensure timely resolution of complex issues and contribute improvements to same procedures
Significant skills communicating with customers verbally or written, including organization-wide communications
Some experience and developing skills mentoring junior service desk staff
Significant experience and knowledge of IT support processes and service level agreements (SLAs)
Professional Skill Requirements
Significant customer service orientation and patience to assist end-users with varying levels of technical knowledge.
Significant communication skills to clearly and effectively interact with staff and external constituents.
Significant time management skills to prioritize and handle multiple incidents and requests efficiently based on guidance from the Service Desk manager.
Sufficient teamwork and collaboration skills to work with other IT teams during ticket escalation
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