Desktop Support - Boston, MA & Collegeville, PA

Info-Ways; Collegeville (PA); Presencial; USD 50.000 - 65.000; Jornada completa

Descripción de la vacante

A technology service provider is looking for a Desktop Support professional located in Collegeville, PA. This full-time position requires extensive experience with Windows, Mac, and Landesk, along with strong client-facing skills. You'll manage service operations, ensure customer satisfaction, and collaborate with teams to enhance support processes. Ideal candidates should be adaptable in a fast-paced environment and have experience with ITIL standards and service management.

Formación

• 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.

Responsabilidades

• Ensure end user provisioning within agreed time and quality.
• Manage overall operations to improve service standards.
• Proactive monitoring of customer service and infrastructure.
• Document issues, resolutions, and knowledge to reduce recurring problems.
• Collaborate with cross-functional teams to ensure SLA adherence.
• Prepare weekly/monthly SLA/KPI reports for client and management.

Conocimientos

Windows

Mac

Printers

Landesk

Client-facing experience

ITIL processes

Herramientas

Landesk

Descripción del empleo

Desktop Support - Boston, MA & Collegeville, PA

Role: Desktop Support — Location: Boston, MA & Collegeville, PA — Status: Full-time

Overview

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.

Responsibilities

• 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 circumventions.
• 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.

Qualifications

• 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.

Application Instructions

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.