25 days old
2017-10-272017-11-24

Application Support Analyst/ Helpdesk Support

Bethesda, MD 20817
  • Job Code
    584696
  • Payrate
    $28 To $38

TITLE: Application Support Analyst/ Helpdesk Support


LOCATION: Bethesda, MD


DURATION: 12 months contract with possible extension or hire


**Monday - Friday


**Regular Business Hours (approx. 9am - 5pm)


JOB SUMMARY



  • Facilitates the entire call resolution process from initial contact (call or email) to resolution for a supported business application. Resolves contact requests independently.
  • Escalates issues, as needed, to appropriate business units and Service Providers and documents all requests using established procedures.
  • Contributes general knowledge and skill to the information technology discipline to support team and/or department objectives.
  • Functions as escalation from level 1 Business Support Analyst for more complex Business Functional contact requests.
  • Works under general supervision to complete routine tasks.


CANDIDATE PROFILE


Required:



  • 5+ years' experience in business application support/helpdesk support in a call center environment, customer service or hospitality
  • High school diploma or equivalent (GED)


Preferred:



  • Core working knowledge of the Oracle Micros - Simphony POS (EMC, MyMicros, Reporting&Analytics) platform.
  • Established work history of strong customer service
  • Ability to effectively facilitate complaint resolutions
  • Strong communication skills (written and verbal)
  • Skilled at listening and persuading
  • Experienced in supporting change management efforts
  • Strong team orientation


CORE WORK ACTIVITIES



  • Initiates escalation as appropriate to facilitate management awareness of problems that are severe in nature or that are exceeding documented service level agreements
  • Provides level 1 and 2 problem determination and support for specific Marriott application Business Functional contacts using documented procedures and available tools
  • Records incidents and status information in CRM tool per established service level agreements; communicates resolution and/or next steps to the customer
  • Attends business meetings/training as necessary
  • Functions as the customer advocate for Marriott business applications
  • Determines and assigns priorities for incidents
  • Determines appropriate escalation to Marriott business units or Service Providers
  • Responsible for own work and contributing to team, department and/or business results.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Application Support Analyst/ Helpdesk Support

Randstad Technologies
Bethesda, MD 20817

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Application Support Analyst/ Helpdesk Support

Randstad Technologies
Bethesda, MD
US

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