Application Support Admin - Wilton, CT - Georgia IT Inc.
Wilton, CT
About the Job
Job Title: Application Support Admin
Location: Wilton, CT
Position Type: Full Time
US Citizen/ GC and GC EAD
Job Description
Location: Wilton, CT
Position Type: Full Time
US Citizen/ GC and GC EAD
Job Description
- Single point of contact for users, 24X5 Coverage
- Strong Zendesk experience, User / administrator
- App Support / Help Desk background
- Mid to Senior level experience
- Good communication skills
- Troubleshooting experience
- Someone that will be open to coaching and hungry for the job
- Log tickets upon user request, Share proactive updates on ticket's progress
- Define & Maintain Problem Management, Knowledge Management, Incident Management, Run Book
- Escalate unresolved tickets to the next level for timely resolution
- Monitor health of the Infrastructure as well as X Applications and Services using effective monitoring tools
- Ticket resolution and closure of known failures
- Ticket enrichment and timely escalation for complex/new failures
- Incident/Defect Triaging and Prioritization
- Incident/Defect Diagnosis and Service Restoration, Monitor production environment
- Define, Measure and Report SLA and KPI
- Implement ITIL and ITSM methodology
Source : Georgia IT Inc.