Service Desk Lead at Madison NJ

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users Route problems to internal 2nd and 3rd level IT support staff Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, Troubleshoot client software and basic network connectivity problems Identify, evaluate, and prioritize customer problems and complaints Participate in on-going training and departmental development Routine maintenance updates with other IT staff and business units Provide all required documentation including standards, configurations, and diagrams Provide knowledge transfer of Service Desk operations Technical Requirements Phone support experience necessary. Technical Service desk or technical call center experience is necessary. Disciplined, systematic problem-solving skills required. Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g., Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support Others: Adobe Acrobat and other common desktop applications like WinZip, etc. Soft Skills Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE Should have good customer handling skills High level of acceptance Other Skills / Experience Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared Ability to learn new information quickly and the willingness to always do so Ability to work flexible hours from time to time to cover for other staff Should understand IT Environment and ready to learn new processes and technologies Customer Focus Teamwork Technical Expertise Interpersonal Effectiveness Concern for Order and Quality Years of Experience Relevant: 5-6 years of experience