IT

Role: Desktop Support
Location: Boston, MA & Collegeville, PA
Duration: Fulltime

BGV will be done for the selected candidates.


Must have: Windows, Mac, Printers, & good Landesk exp. is required.

1) Executive profiles – Good experience in client facing

2) Landesk and Mac experience



Job Description –

· Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.

· To 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 & Infrastructure.

· Standardization and Optimization of existing process

· Managing resolution of escalated Business Applications, System Issues within agreed SLA’s.

· Contribute in FAQ database for CLIENT and ensure the usage and updation.

· Contribute in Known Error Database for CLIENT and ensure frequent update and usage.

· Ensure RCA is done for all P3/P4 cases and Knowledge base is updated to reduce/avoid the impact in future.

· Good Analytical skills required to analyze and improve the day to day operations.

· Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management.

· To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management.

· Ensuring highest availability of Customer Service

· Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.

· Work closely with help desk peers, RDS (L2) Team & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork.

· Work closely and provide hands and feet support to infrastructure teams like – Windows, Unix, Security, Network, VOIP, etc

· Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.

· Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
· Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Please respond with your word resume and requested details:

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All your information will be kept confidential according to EEO guidelines.