Short Description:
The FSF Service Desk assists end-users with the application of accounting policies and system processes impacting all financial modules. The consultant troubleshoots, diagnoses and advises end users on corrective actions.
Complete Description:
This position is of extended duration and is expected to go well beyond current Fiscal year end.
Service Desk Main Job Responsibilities
• Assist system end users with all FSF modules as well as Security-related and Password Reset issues where applicable.
o Gains proficiency in 11 technical modules and develops in-depth knowledge of “req to check” process and two additional modules
• Troubleshoot, diagnose and resolve PeopleSoft application issues by researching problems using available information resources such as Closed Tickets, FAQ's, Alerts, or Defect Logs.
• Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues.
• Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received.
• Log all Service Desk calls, emails, and voicemails into the Enterprise Service Desk tool for tracking purposes.
• Follow Standard Operating Procedures (SOP).
• Identify and escalate situations requiring urgent attention or expert knowledge to appropriate SMEs.
• Route problems, create, track and document resolutions in regards to all ticket request assignments.
• Stay current with system information, changes and updates by attending Service Desk weekly meetings and Soaring Ahead meetings.
• 90 - 95% Phone and e-mail support.
• Provide exceptional Customer Service to the User community.
• Respond to incoming requests for assistance via calls, emails, or voicemails.
• Work on supervisor-assigned Projects when requested.
Skills:
Skill
Required / Desired
Amount
of Experience
Prior technical help desk support experience
Required
3
Years
Critical thinking and problem solving skills in prior positions
Required
3
Years
Prior experience supporting systems running on Windows based OS
Required
2
Years
Prior experience supporting in a role that was 90%+ phone support
Required
1
Years
Prior experience working with help desk that involved email support
Required
1
Years
Peoplesoft application experience
Highly desired
1
Years
Prior experience supporting accounting applications
Highly desired
1
Years
Knowledge of accounting principles and terms
Desired
1
Years
Please list any experience the candidate has with Delaware's First State Financials System.
Please list any experience working for the State of Delaware?
Please list any projects or jobs where the candidate has worked in supporting financial accounting systems.