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:
• 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:
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
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
Prior experience supporting in a role that was 90%+ phone support
Required
Prior customer service/phone experience
Required
Prior experience working with help desk that involved email support
Required
Questions:
Question 1
Please list any experience the candidate has with Delaware's First State Financials System.
Question 2
Please list any experience working for the State of Delaware?
Question 3
Would the candidate be able to work out of our Dover, Delaware office five days a week between 8 and 4:30?
Question 4
Please list any projects or jobs where the candidate has worked in supporting financial accounting systems.
Question 5
Is the candidate aware they will need to successfully pass a State and Federal Criminal Background check?