Helpdesk Administrator

Brief Job description  

Manage Systems Administration Siebel Helpdesk ticket queue, ACD phone system, and walk ups providing world class tier 1 support.
Work and resolve cases in prompt time ensuring corporate SLAs are met.
Work with tier 2 and tier 3 support levels as needed and escalate tickets to appropriate teams. Report issues through appropriate channels for timely and effective escalation.
Verify status of open cases with ticket owners and communicate information to customers to ensure customer satisfaction.
Follow up with ticket owners to verify case status and to ensure SLAs are met.
Follow up with customer base to ensure satisfaction with recent cases.
Document case resolution within each ticket to and update Knowledgebase with new information.
Provides instructional training to new hires for system use and company policies.
Imaging and troubleshooting of PC, Servers, and Mac hardware.
Work with team members to monitor, patch, and review system performance and capacity. Follow up and remediation of antivirus and windows patches to verify installation and functionality.
Write clear and concise articles documenting procedures for troubleshooting and system management.
Run Weekly reports to gain insight of open cases, closed cases, customer trends, and ongoing concerns and provide to management.

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