Desktop Support with M&A

op Skills Required :

1. 5+ years customer service experience
2. 2+ years of experience in a high volume, fast paced environment for problem-solving capacity
3. 2+ year experience providing Desktop or Deskside support in a large corporate environment
4. 2+ years of experience in technical support (preferably in a help desk) with experience supporting from a level 1 to 2 perspective

The ITSS Mergers and Acquisition team is the bridge between acquired entities and operations support in efforts to understand IT support needs. This team collaborates with multiple internal organizations and acquired entities to coordinate integration efforts.

Primary Responsibilities:
ITSS Operations Readiness Activities:
Get the Helpdesk information for the M&A
Get the base knowledge article published with the M&A IT Helpdesk information
Create and publish communication for internal ITSS teams with the relevant information including the date when calls may be received, M&A Helpdesk information, and type of calls and products for which calls may be received
If required update the Internal SharePoint page with the M&A information
Review end-user communications that partner teams will coordinate to send
M&A Knowledge: Knowledge creation and construction, knowledge articulation, knowledge access, knowledge use and knowledge revision
Create and update instructions for M&A users for their first-time and subsequent login to UHG systems including the Intranet site and other HR Transaction sites
Participate in all integration project meetings as an ITSS M&A SME. Ensure ITSS needs are fulfilled by proper planning, execution and post integration support
Host support calls during People integration and assist users with their first-time login
Participate in Machine and Email migration Office hours as ITSS SME and help resolve IT issues
Report creation: Create reports in ITSM tool(ServiceNow), track issues during integrations, carry out knowledge updates as needed
Collaborate with other ITSS teams to support users and issue resolution
Utilize expertise in technical areas pertaining to desktop / laptop, authentication, internal / external websites, network connectivity, user productivity tools / applications, Office 365 products for users issue resolution

Required Qualifications:
Bachelor's degree preferred
5+ years customer service experience
2+ years of experience in a high volume, fast paced environment for problem-solving capacity
2+ year experience providing Desktop or Deskside support in a large corporate environment.
2+ years of experience in technical support (preferably in a help desk) with experience supporting from a level 1 to 2 perspective.
Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
Experience with Outlook as well as other MS Office 365 applications (including Word, Excel and PowerPoint)
Experience with service ticketing/tracking systems (ServiceNow preferred).
Experience with a call routing system (VCC or WWE preferred).
Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred).
Must be a self-starter and able to work independently while being part of a decentralized team.
Excellent problem-solving abilities and aptitude to understand and document technical information
Proven ability to work towards individual and team targets
Demonstrated successful time management and organizational skills
Experience working in a diverse team setting with a track record for success
Ability to create and promote self-service content
Experience collaboratively working to create knowledge content for high visibility, large project initiatives
Strong written communication skills