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Desktop support - Broadway, NY
Ref No.: 17-02652
Location: Broadway, New York
Job Title : Desktop support
Location : Broadway, NY
Rate : DOE
Position Type : Contract
           
(US Citizens/ GC/GC-EAD/TN/E3 preferred)
 
No Third party C2C
 
Job Description
 
  • Collaborate with colleagues, resolver/support groups, and managers to verify that documentation for ticket handling provided by support groups is current, clear and complete to maximize first contact resolution.
  • Create new and review existing knowledge articles to ensure proper triage and escalation instructions are provided.
  • Convert existing knowledge information help files in various formats to standard MTA IT knowledgebase format.
  • Transfer tickets from legacy systems to IT Service Desk system.
  • Investigate SD ticket assignments to ensure they are routed to correct resolvers and are being addressed in a timely manner.
  • Create and provide clear, detailed and organized instructions and documentation.

Deliverables
  • Prepare documentation of knowledgebase help file deficiencies, log of corrections requested and maintain version control.
  • Ensure Service Desk knowledgebase has complete information.
Create, modify and distribute recurring performance/operational and ad-hoc reports, including but not limited to tickets requiring corrections and updates