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Help Desk Level 2

Dresher, PA
Our client is looking for a Helpdesk Level II support person for a contract to hire opportunity. This is with a fortune 500 company and  they are looking for only candidates that will convert to perm.
Job Description:

 
  • Provides dedicated tier 2 technical support for a Prudential business unit as an extension of the help desk. 
  • The helpdesk resource will provide technical support, and resolve all incoming calls/issues from clients.
  • This resource will also work with vendors and other SME's to identify and resolve complex client issues.
  • Responsible for resolving incoming calls from direct contact , delivered to the helpdesk and managing escalated cases. 
  • Provides remote technical support for a functional help desk.
  • Responds to a variety of technical issues from incoming calls or cases escalated by other help desk staff.
  • Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems.
  • Alerts clients and team members when a major problem is suspected.
  • Performs recovery testing to confirm availability of systems where outages have occurred.
  • Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.
  • Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems.
  • Evaluates effectiveness of new utilities and tools.
  • Performs related duties as assigned or requested.
  • Qualifications:  Strong customer service skills; Great verbal & written communication; Proven experience in technical support; Established experience in diagnosing and resolving technical problems

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