Job Overview:
• Provide first and single point of contact for Service and Application related issues for Customers (Business and Internal) throughout the entire lifestyle of an Incident with the primary goal of restoring normal service as quickly as possible. This person will have 2-4 years of experience using BMC Remedy Service Desk in Technical Support environment.
• Respond to incoming Incidents via phone, email and Help Desk escalation; perform troubleshooting, mitigation and root cause in an effort to resolve on frontline; Provide workarounds or escalate to Level 2 / Technical Support Teams according to defined procedures.
• Record, categorize, prioritize and close Incident and Service Requests using the BMC Remedy Service Desk ticketing system, while keeping users informed of progress.
• Communicate Incidents and Impairments with various groups, internally and externally, at the onset of an Incident, during and at the conclusion.
• Fulfill reporting obligations by drafting Incident Reports and summaries, as needed.
• Create, maintain, and update scripts as well as updates for applications, services and Incident responses to the 24-hour Help Desk.
• Perform continuous incident analysis, classification and trending of Incidents and seek to proactively resolve Incidents where possible or work towards a permanent solution for repetitive Incidents in collaboration with change management
This person will have experience practicing the ITIL Process or be ITIL Certified.
100% paid health and dental.
Contact Information:
Ryan Mac Donald
Senior Staffing Consultant
Midwest Consulting Group
913-693-8200-Office
913-522-0179-Cell
Home
ryanm@mcginfo.com
Midwest Consulting Group partial list of technical openings:
https://ryanmacdonald1.wordpress.com/
Saigan Technical Openings Nationwide - Overland Park, KS 