Desktop Support - Boston, MA & Collegeville, PA

Desktop Support - Boston, MA & Collegeville, PA

• Full-time

Location:

Boston, MA & Collegeville, PA

Duration:
Full time

Background Verification (BGV) will be performed for selected candidates.

Must have:
Experience with Windows, Mac, Printers, and good Landesk experience required.

Key Responsibilities:

• Being customer‑centric, lead and ensure end‑user provisioning within agreed time and quality.
• Manage overall operations and improve the quality of service provided.
• Operate during business hours (8 am local time) and occasionally outside business hours and on weekends.
• Proactive monitoring of end‑to‑end customer service & infrastructure.
• Standardise and optimise existing processes.
• Resolve escalated business applications and system issues within agreed SLA’s.
• Contribute to FAQ and known error databases for the client.
• Perform RCA for all P3/P4 cases and update the knowledge base to reduce future impact.
• Analyse and improve day‑to‑day operations using analytical skills.
• Deliver SLA/KPI weekly/monthly reports to client and HCL management.
• Implement and run ITIL processes and standards to achieve customer delight via IT Service Management.
• Ensure highest availability of customer service.
• Use the Call Tracking System to document and manage problems, work requests, resolutions and circumvent ions.
• Work closely with help desk peers, RDS (L2) team & other teams for cross‑training, development and operational excellence.
• Support infrastructure teams (Windows, Unix, Security, Network, VOIP, etc.).
• Collaborate with support staff to obtain technical knowledge and permanently solve chronic problems.
• Lead or participate in project teams for help desk projects and internal assignments.
• Engage in on‑the‑job and commercial training to enhance skills and capabilities.

Please respond with your name and requested details:

• Full Name
• Work Authorization
• Contact Number
• Email
• Skype
• Current location
• Willing to relocate
• Salary

All your information will be kept confidential according to EEO guidelines.