Service Desk Lead at Gdh Consulting, Inc. in Washington, Washington DC

Job Description:

About GDH:

At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:

GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.

Benefits of Working for GDH:

• Professional Development


• Competitive pay


• Full health insurance


• 401k Plan


• Holiday Pay


• Gym Membership Reimbursement


• Weekly Paycheck & Direct Deposit


• & More!

Job Description:

GDH Consulting is hiring for a Project Coordinator to work in the San Jose, CA area. Serves as subject matter expert associated with content, processes, and procedures associated with vendor and in-house developed applications. Documents functional requirements, analyzes requirements in the context of software and processes, develops test plans, assists with and documents business process improvement efforts, and works with production issues. The experienced Service Desk Lead will understand the current business requirements among all agencies. Will work with the PM and Lead Architect on the CCaaS transition, oversee both existing IVR and future CCaaS service desks with shifts, filter the escalated issues before sending to engineers, and make sure all tickets and requests were handled within SLAs. This resource must have the specific advanced skill and experience on the Contract Center product.

Basic Qualifications:

• Ability to effectively lead and motivate a team.


• Detail Oriented.


• Provide a high-level of customer service, with an emphasis on customer advocacy.


• Ability to communicate effectively (US English Fluent).


• Resolve incidents and requests in a timely manner using ServiceNow.


• Communicate with customers as required, keeping them informed of support


• Progress and notifying them when their issue has been resolved.


• Work with system and application owners to remediate reoccurring issues.


• Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.


• 3+ years experience with ServiceNow, Jira and Confluence (or Rally) systems.

Required Qualifications:

• Bachelors Degree and 10 Years of relevant UC and Contact Center work experience.


• Prior Genesys Cloud CX and Genesys PureConnect Experience.


• ServiceNow (3+ years experience) on Ticket and Incident Management.


• Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.


• Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).


• 3-5 years experience with MS TEAMS.


• 5+ years experience producing Monthly Operational Reviews and Quarterly Business Reviews.


• Operational knowledge across Service Level Objectives (SLOs) and Service Level Agreements (SLAs).


• 3-5+ years experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

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