Job Description :
Role name: Desktop Management - Support Executive
Duration: 6 (Months)
Location: Charlotte,WALTHAM, MA

Experience: 0-2 (Years)
Competencies: Desktop Management - Infrastructure Services (IS)

Essential Skills:
1. Ready to work 24/7 support
2. Have minimum 3 years’ experience in Service Desk call taking role
3. Good Troubleshooting Knowledge on Win 10 and Win 7 operating systems
4. Excellent communication skills and telephone manner.
5. Incident Management experience – Managing incidents including business expectations and communication
6. Basic User & Security Group Active Directory administration
7. Experience with using and troubleshooting Outlook 2010 and above
8. Ability to clearly communicate technical concepts to the users in the organization
9. Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
10. Ability to multi-task in a fast-paced environment.
Role Description:
1. Act as a single point of contact for phone calls and emails from staff regarding IT issues and 2. Queries
3. Log all service desk interactions and document issue resolution using the ITSM system.
4. Perform Domain/RSA password resets/account unlocks in Active Directory and perform troubleshooting for outlook related issues
5. Excellent knowledge on troubleshooting VDI related issues
6. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
7. Adherence to Service Desk process and procedures
8. Follow-up with users for issue resolution
9. Attend periodic training for knowledge Enhancement
10. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


Client : Direct Client

             

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