Sr Service desk

Overview

On Site
Full Time

Skills

Service Desk
phone support
windows 10 11

Job Details

Job title:- Sr Service desk
Job location:- Plymouth, MA onsite position
Job description:-

You might really grab our attention if you can:

4 years of Phone support experience Mandatory

4 years of Windows Technical Service desk experience is necessary.

Experience and Level 3 Expertise knowledge Windows 10, Window 11

Knowledge in windows buildout

knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,

ITSM ticketing tools such as Ivanti, ServiceNow etc.,

User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,

Remote desktop connectivity applications, Windows end point support

MS Office Suite and application support

Web Application, VPN knowledge

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions.

Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Responsible for installing desktop applications and software

Work experience with SCCM patch deployments and SCOM monitoring tools

Knowledge of scripting.

Highly self-motivated with keen attention to details

Here's how you'll contribute:

Support for laptop, desktops, and printers

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users

Route problems to internal 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

How we'd like you to lead:

Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice.

We also want you to:

Ticket Management

Customer Satisfaction

First Call Resolution

Create SOP and Knowledge Base articles for top call generators.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.