Service Desk Team Lead

Yoh has a contract opportunity for a Service Desk Team Lead to join our Client in Washington, DC.

Job Responsibilities:
- Provide excellent client service while troubleshooting client issues via phone, remote tools and e-mail on Windows OS networked enterprise desktop environment.
- Document all call incidents and problems in call tracking software.
- Escalate, coordinate, and collaborate support issues with multiple teams as necessary.
- Assume ownership of tasks assigned.
- Provide follow-up status to clients according to support policies and procedures.
- Take live call referrals from any team member and provide technical support.
- Successfully handle calls from difficult clients.
- Contribute technical solutions to organizational knowledge base.
- Perform analysis of Incidents to trigger Problem and report accordingly.
- Provide mentoring/coaching of peer analysts as directed by Leads/Management.

Job Qualifications:
- Proficient in any Enterprise Business applications on/or platforms like SAP, PeopleSoft, Oracle, JD Edwards, Siebel applications.
- Knowledgeable in MS Windows OS, MS Office, CISCO CISCO VoIP 7900 series telecom systems.
- Excellent logical analysis and problem solving skills.
- Self motivated and ability to work with little supervision.
- Exceptional communication skills.
- Exceptional customer service skills.
- Two to four (2 or 4) year college degree in Science/Computer Science/Computer Information Systems/Business or Accredited Technical Institution Diploma/Certificate or Military training in computer/communications or Equivalent work experience.
- Preferred Certification:
- ITIL Foundation V3 Certification.
- Help Desk Institute Certification - Support Center Analyst/Technician.
- SAP - Associate, Professional or Master level certification

Discover all that's possible with Yoh. Apply now.

Recruiter: Jim Jennings

Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry; visit our website to learn both about our company and about our leading professional staffing solutions.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

J2W: INFOTECH; J2W: TELECOM

Tax Term: CON_W2

J2WBRSTL

Ref: 1021449

Branch: IT & Telecom