Desktop Support

Responsibility of / Expectations from the Role:

• Support Technical Walk Up Desk and help end users with their issues with PC, Laptop and Mobile equipment
• Monitoring the queues in ITSM tool (ServiceNow, etc) for any open, unassigned and pending tickets / requests and ensuring that all the work is complete within defined SLA’s. Provide standard break-fix support for End user hardware (Desktops, Laptops, Workstations, Mobile workstations, Telephony devices, etc) and coordinating with OEM where the issues cannot be fixed locally without voiding the warranty.
• Troubleshooting and resolving software issues for applications used in client environment which includes install, reinstall or delete.
• Assisting the end users for any support related to Audio / Video / Conferencing devices during the meetings / conferences and proactively monitoring these devices and providing health reports.
• Coordinating with third party vendors (DELL, HP, Xerox, Microsoft, Polycom, etc) for break fix and configuration issues.
• Coordinating and performing office moves for individuals or departments when requested by the client.
• Managing and monitoring the stock rooms.
• Providing standard IMACD and breakfix support for in-scope devices and services. Answering the how to queries of end users.
• Performing the PC refreshes and new installs as per the policies and procedures agreed with client. Owning end to end responsibility including preparing new machine, copying data, installing applications, testing of new machine with user, wiping the old machines, retiring / bringing back the old machines to stockroom, etc.
• Provide basic troubleshooting and configuration assistance regarding mobile phones to the end users.
• Manage communication with stakeholders and IT Management
• Single Point of contact for all Workplace related Services
• Timely and successful completion of Software, Back office and deskside deliverables
• Meet or exceed service levels, as applicable and other performance standards
• Interact and coordinate with the key stakeholders (Customer and Internal)
• Liaison, interact and review project status with management
• Knowledge retention and knowledge management
• Responsible for the service levels and maintain optimum performance within the team
• Innovation and operational excellence in the service delivery. Automate and implement standard processes
• Identify best practices and implement the same
• Handling conflicts and escalations
• Ensure Customer satisfaction
• To strategize, lead and deploy the processes in the respective field. To ensure on time delivery and effective resolution of field related incidents / requests there by ensuring business continuity
• Understand the requirements and engage all stakeholders
• Prepare/verify documentation of important process/activities
• Interacts with customers/users on operational aspects of project related to solution/service delivery, issues etc.
• Leads the technical implementation and functions as a point of escalation for resolution of technical matters
• Ensures quality of requirement analysis, design, development and overall solutions and service being delivered
• Identified technical risks and plans contingency and mitigation actions

Job Type: Full-time

Salary: $65,000.00 per year

Benefits:

• 401(k)
• Health insurance

Schedule:

• 8 hour shift

Experience:

• Total: 7 years (Required)

Work Location: On the road