Desktop Support

• Manage a Technical support desk shift Operations.
• Resolve daily issues of a complex scope that impact the team and overall business objectives.
• Practice Total Contact Ownership and meet the set KPI target.
• Maintain current knowledge of industry trends and potential impact on the support business.
• Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Participate in any ongoing management of service level compliance.
• Create and maintain a training program for increased business, customer service and technical knowledge.
• Participate and assist in driving the knowledge management process.
• Develop and demonstrate an understanding of customer and business needs.
• Resolve escalated customer issues.
• Resolve daily issues of a complex scope that impact the team and overall business objectives.
• Maintain a high level of employee morale within the team.
• Prepare/coordinate the support team for new product/service releases.
• Assist in the professional and technical development of team leaders enabling them to set/meet technical goals, monitor, mentor, and coach and assist team members to deliver quality support.

Desired Profile:

• Must have Desktop Support professional experience. Must be able to assist with customer inquiries if necessary.
• Very good communication and customer relationship skills
• Knowledge on active directory, domain controllers and Networking etc
• Co ordinate with ISP team to resolve the network related issues.
• Exposure to password reset tools
• Troubleshooting experience using remote control tools
• Trouble shooting skills and experience in handling O365 environment.
• Troubleshooting skills on desktop and applications
• Knowledge/exposure on ticketing tools.
• Extensive knowledge of Microsoft Office Active Directory Microsoft Enterprise Remote Access Visio and Anti-Virus.
• Excels at hardware and software troubleshooting
• Experienced with Service Desk tools
• Excellent customer service skills
• Good communication skills
• Ensures standards and protocols followed
• Excellent supervisory and monitoring skills
• Configuration and tweaking of Desktop Services
• Knowledge on ATT and T-Mobile cellphone plans.
• Configuration of cellphone ( Apple , Android ) for email service.

Desired Candidate Profile:

IT Service Desk / Helpdesk / Technical Support, Voice Support, Blackberry knowledge, Excellent Communication Skill (Mandatory)

Experience: 5 Years

Industry Type: IT Service Desk, RIMS, IMS, IT software, Software Services

Role: Lead Executive – Operations

Education: UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization

Job Types: Full-time, Contract

Salary: Up to $40.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Woburn, MA 01801: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer support: 1 year (Preferred)
• Windows: 1 year (Preferred)
• iOS: 1 year (Preferred)

Work Location: One location