Desktop Support

Job Title: Service Desk Analyst/ IT Helpdesk Support role

Mode : Contract (6+ Months)

Locations: Tampa, FL / Oklahoma City, Oklahoma / Tampa, FL / Syracuse, NY / Troy, New York / Midland, Texas. Northborough , MA / Dallas TX / Minot, ND / Raritan NJ

Job responsibilities:

• Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with
• Internal policies and procedures.
• Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.,
• Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
• Perform customer call backs as required.
• Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
• Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
• Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
  Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
• Providing res to new members onshore and offshore
• Managing and Providing support to different LOB s during requirement
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Knowledge of Mobile OS like iOS, iPadOS & Android

Eligibility Criteria:

• Strong Oral and Written communication skills in all the languages required and known.
• Should have 1-5 Years of work experience in IT Technical Support / Service Desk will be preferred.
• Excellent Knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues. Basic skill on MAC OS.
• Experience with ServiceNow Ticketing System
• Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs
• Bachelor s degree in computer science or a similar field, IT Diploma holders are also preferred