Business Justification:

• The client Customer Care Center operates a 24x7x365 Service Desk. The Service Desk provides Tier 1 technical support for the client.


• The Service Desk Tier 1 support includes but not limited to, troubleshooting hardware failures, software issues and password resets.


• All incidents are logged and managed through the State’s ITSM system. Successful candidates must possess excellent customer care skills including telephone, verbal and written skills.


• 
  

  Cisco Networks low level skills such as know how to read stats and logs. Not engineering
  
  -Cisco IP Telephony (IPT) configuration skills
  
  -Cisco Jabber troubleshooting

  
  

Beneficial skills include experience with customer care, Service Now ITSM software and Cisco Unified Contact Center IPT System. The successful candidate will be provided training on tasks, tools and procedures required