- Experience with Microsoft Outlook or Lotus notes
- Active Directory Experience (creating policies and making changes to policies)
- SCCM Experience would be helpful-have they remotely controlled using this tool
Pluses:
-ITIL foundation
-Previous Banking/Financial Industry experience
-A+ or Network + Certifications
D2D
The technical support professionals who handle tickets that are escalated from level 1. These professionals require greater technical skills and/or access rights than level 1 support personnel. They are typically technical specialists and may also be responsible for participating in root cause analysis of problems
- Handling escalated tickets within a timely manner
- Taking ownership of potentially complex issues
- Working Chat queues/Unassigned queues
- Identifying issues in ticket handling processes (including attempting to find and document the correct process)
- Identifying holes in documentation that could have resulted in the ticket being solved during first contact
- Taking inbound Service Desk calls during peak call times when necessary