EXEQSERVE HR SOLUTIONS

Be part of a company that is one of the largest global providers of complete electronic payment solutions and value-added services at the point-of-transaction.

The company delivers a full suite of high security, end-to-end electronic payment products and services to customers that include large domestic and international financial institutions, electronic payment processors, large retailers, independent sales organizations (ISOs) and distributors. The organization’s full suite of products and services address the high security electronic transaction needs of banks and other financial institutions, processors, large scale retailers, smaller merchants, quick service restaurants, and users in the transportation, healthcare, prepaid, unattended and many other markets. The company’s solutions enable businesses in more than 100 countries to securely expand their revenues and profits.

Responsibilities:

The Help Desk Technician will provide tracking and logging the issues. Prioritization and assignment of help desk tickets tier 1 support.

* Support a Help Desk support structure that allows for escalation of incidents based on expertise required for resolution and urgency
* Review, update and implement Help Desk policies for incident management to process, track, categorize, prioritize, and assign incident reports and service request

Must possess competencies in Microsoft and web based applications. Will provide phone and help-desk support for local and off-site users. Track and log Help Desk incident reports in Foot prints Or Oracle. Provide 24x7 support, through rotating on-call capability, in order to assure full support. Will be both highly trained as well adept to the cultural sensitivities needed for global remote support.

Requirements:

* High School diploma plus additional IT related course work
* Career experience within providing Tier II IT support
* Experience with providing customer service and identifying areas for improvement
* Provide a centralized Help Desk that will provide IT support services, and routing for non-IT support services with the following focuses for incident management and service request delivery
* Develop, maintain and implement SOPs to ensure that each incident management activity is uniformly processed, including: Incident priority and Evaluation; Classification and Routing; Troubleshooting and Knowledge Base Updates and Utilization; Incident Escalation; Problem Management and Incident Closer and Quality Assurance
* Ensure that upon incident and service request closure
* Ensure the resolution of incidents or implementation of service requests
* Provides presentations and reports of work status to management
* Commitment to excellence and high standards, strong organizational skills; able to manage priorities and workflow; provide documentation and accountability
* Ability to work independently and as a member of various teams and committees
* Ability to understand and follow written and oral instructions, with acute attention to detail
* Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
* Perform other duties required by the Manager


Email your resume to jobs(at)exeqserve(dot)com