Integral Consulting Services

Application Support Desk

US-VA-Fort Belvoir
# of Openings
1
Category
Information Technology

Overview

 

Application Support, Service Desk

Location:  Fort Belvior, VA

Clearance:  TS/SCI

 

Responsibilities:

  • Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include  questions on the application’s functionality, basic user training, role based access and processing and/or completing access requests
  • Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction
  • Cross-train and support multiple applications in a Help Desk/Call Center Environment
  • Requires good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
  • Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues
  • Develop and create documentation on training materials, FAQs and Knowledge Base Articles

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