Desktop Support - Boston, MA & Collegeville, PA

Desktop Support - Boston, MA & Collegeville, PA

Role:
Desktop Support —

Location:

Boston, MA & Collegeville, PA — Status:
Full-time

BGV will be done for the selected candidates. Must have Windows, Mac, Printers, and good Landesk experience. Executive profiles show good experience in client facing. Landesk and Mac experience are required.

• Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.
• 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 and infrastructure.
• Standardization and optimization of existing processes.
• Managing resolution of escalated Business Applications and System Issues within agreed SLA's.
• Contribute to the FAQ database for CLIENT and ensure usage and updates.
• Contribute to the Known Error Database for CLIENT and ensure frequent updates and usage.
• Ensure RCA is done for all P3/P4 cases and the knowledge base is updated to reduce/avoid future impact.
• Apply good analytical skills to analyze and improve day-to-day operations.
• Deliver SLA/KPI weekly/monthly reports to the client and HCL management.
• Implement and run ITIL processes and standards to achieve customer delight by delivering IT Service Management.
• Ensure the highest availability of Customer Service.
• Use the Call Tracking System to document and manage problems and work requests and their resolutions and circumvent ions.
• Work closely with help desk peers, RDS (L2) Team, and other teams in cross-training and development/implementation of operational excellence procedures.
• Collaborate with infrastructure teams (Windows, Unix, Security, Network, VOIP) for hands-on support.
• Work with support staff to acquire technical knowledge and permanently solve chronic problems.
• Projects: perform effectively as project leader or project team member for help desk projects and internal assignments.
• Training: participate in on-the-job and commercial training to enhance skills and support capabilities.

• Experience with Windows, Mac, printers, and Landesk.
• Client-facing experience and ability to work in a fast-paced environment.
• Experience with ITIL processes and service management.

Please respond with your word resume 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.