Job Details: Help Desk Date: Aug 25 2020

Job Tools

� Assist system end users with all FSF modules as well as Security-related and Password Reset issues where applicable.

o Gains proficiency in 11 technical modules and develops in-depth knowledge of �req to check� process and two additional modules
� Troubleshoot, diagnose and resolve People Soft application issues by researching problems using available information resources such as Closed Tickets, FAQ\'s, Alerts, or Defect Logs.
� Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues.
� Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received.
� Log all Service Desk calls, emails, and voice mails into the Enterprise Service Desk tool for tracking purposes.
� Follow Standard Operating Procedures (SOP).
� Identify and escalate situations requiring urgent attention or expert knowledge to appropriate SMEs.
� Route problems, create, track and document resolutions in regards to all ticket request assignments.
� Stay current with system information, changes and updates by attending Service Desk weekly meetings and Soaring Ahead meetings.
� 90 - 95% Phone and e-mail support.
� Provide exceptional Customer Service to the User community.
� Respond to incoming requests for assistance via calls, emails, or voice mails.
� Work on supervisor-assigned Projects when requested.