Role: Desktop Support Location: Boston, MA & Collegeville, PA Duration: Fulltime
BGV will be done for the selected candidates.
Must have: Windows, Mac, Printers, & good Landesk exp. is required.
1) Executive profiles
• Good experience in client facing
2) Landesk and Mac experience
Job Description –
- Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.
- To manage the overall operations and ensure that the standard of services provided to Client have improved.
- Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends.
- Proactive monitoring of the end to end customer service & Infrastructure.
- Standardization and Optimization of existing process
- Managing resolution of escalated Business Applications, System Issues within agreed SLA’s.
- Contribute in FAQ database for CLIENT and ensure the usage and updation.
- Contribute in Known Error Database for CLIENT and ensure frequent update and usage.
- Ensure RCA is done for all P3/P4 cases and Knowledge base is updated to reduce/avoid the impact in future.
- Good Analytical skills required to analyze and improve the day to day operations.
- Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management.
- To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management.
- Ensuring highest availability of Customer Service
- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Work closely with help desk peers, RDS (L2) Team & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Work closely and provide hands and feet support to infrastructure teams like
- Windows, Unix, Security, Network, VOIP, etc
- Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
- Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
- Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
Please respond with your word resume and requested details:
Full Name : Work Authorization: Contact Number : Email ID : Skype ID: Current location: Willing to relocate : Salary :
All your information will be kept confidential according to EEO guidelines.