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Service Desk Support Consultant

REF. NO:
AT - SDSC

REQUIREMENTS

  • Prior Experience with an IT or Application Help Desk (Tier 1 or greater Technical Support)
  • Knowledge of Windows Server Operating systems
  • Knowledge of relational databases (Oracle or Microsoft SQL)
  • Knowledge of web development languages (HTML, JavaScript, XML)
  • Knowledge of web infrastructure (IIS, Tomcat)
  • Good written and oral communication skills, particularly with documentation
  • Ability to participate actively and effective with a team
  • Bachelors Degree in a technical-related discipline
  • Experience with an ECM Solution

Bonus

  • Experience with the OpenText Content Server (formerly Livelink) products is a major plus and will contribute to salary
  • Bachelor’s degree in Information Systems or Computer Science
  • Experience with the Content Server platform or other Enterprise Content Management solutions
  • Experience managing technical team is also a plus

 

RESPONSIBILITIES

 

More specifically, the Service Desk led by the Service Desk Manger provides direct technical support for clients’ OpenText Content Server solution suite (formerly Livelink Enterprise Server) and manages request through their lifecycle.

 

In further detail, the Service Desk Consultant will:

  • Respond to client support requests by identifying problems, researching solutions, and guiding clients through corrective steps
  • Ensure clients are satisfied with level of service and the solutions we provide
  • Ensure clients are informed of their system’s health and use through metrics tracking and reporting
  • Oversee periodic reporting and metrics gathering
  • Improve and enhance service desk procedures
  • Improve client documentation by creating and maintain client information binders
  • Improve system performance by identifying problems and recommending solutions
  • Continually update their knowledge by participating in self-learning
  • Author, revise and contribute to Client Run Books to build a knowledge base of support procedures
  • Accomplish organizational goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value for themselves and the company