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Posted: Tuesday, February 6, 2018 3:54 AM

Service Desk Consultant This Job was posted over 30 Days Ago on 06-27-2012 Find latest similar jobs Sign up for similar job alert! Job ID : 952 Company : State of Delaware Location : dover, DE Type : Contract Duration : 6 Months Rate : Open Status : Active Openings : 1 Posted : 5 years ago Job Seekers, Please send resumes to or Call: (202) 719-0200 Ext: 127 Short Description: The FSF Service Desk assists end-users with the application of accounting policies and system processes impacting all financial modules. The consultant troubleshoots, diagnoses and advises end users on corrective actions. Complete Description: Service Desk Main Job Responsibilities * Assist system end users with all FSF modules as well as Security-related and Password Reset issues where applicable. o Gains proficiency in 11 technical modules and develops in-depth knowledge of "req to check" process and two additional modules * Troubleshoot, diagnose and resolve PeopleSoft application issues by researching problems using available information resources such as Closed Tickets, FAQ's, Alerts, or Defect Logs. * Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues. * Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received. * Log all Service Desk calls, emails, and voicemails into the Enterprise Service Desk tool for tracking purposes. * Follow Standard Operating Procedures (SOP). * Identify and escalate situations requiring urgent attention or expert knowledge to appropriate SMEs. * Route problems, create, track and document resolutions in regards to all ticket request assignments. * Stay current with system information, changes and updates by attending Service Desk weekly meetings and Soaring Ahead meetings. * 90 - 95% Phone and e-mail support. * Provide exceptional Customer Service to the User community. * Respond to incoming requests for assistance via calls, emails, or voicemails. * Work on supervisor-assigned Projects when requested. Skills: Prior technical help desk support experience Required 3 Years Critical thinking and problem solving skills in prior positions Required 3 Years Prior experience supporting systems running on Windows based OS Required 2 Years Peoplesoft application experience Highly desired 1 Years Prior experience supporting accounting applications Highly desired 1 Years Knowledge of accounting principles and terms Desired 1 Years Prior experience supporting in a role that was 90%+ phone support Required Prior customer service/phone experience Required Prior experience working with help desk that involved email support Required Questions: Question 1 Please list any experience the candidate has with Delaware's First State Financials System. Question 2 Please list any experience working for the State of Delaware? Question 3 Would the candidate be able to work out of our Dover, Delaware office five days a week between 8 and 4:30? Question 4 Please list any projects or jobs where the candidate has worked in supporting financial accounting systems. Question 5 Is the candidate aware they will need to successfully pass a State and Federal Criminal Background check?


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