SoftNice Inc
Allentown, PA
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Job Description :
Hi,
Hope you are doing great!!
Please find the requirement below , If you find yourself comfortable with the requirement please reply back with your updated resume and
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Position: Service desk support
Location: NYC, NY
Duration: 6+ months
Mode of Interview :: Phone And F2F
Take and resolve requests over the telephone, face to face and via the ticketing system.
Respond and resolve requests within the specified time frame as logged in the ticketing system.
Keep requests updated in system with progress on a daily basis including requests for escalation.
Ensure users are kept sufficiently informed of progress throughout the lifetime of their calls through regular emails / phone calls.
Interpret and reiterate company policies to users and technicians and enforce policy when appropriate.
Prepare written communications and documentation.
Undertake research and document results using MS Excel and Word.
Develop own technical knowledge to improve ability to resolve requests.
Work with co-workers to increase knowledge across the Global Service Desk team
Work with other team members and small project groups to develop tools to improve the Global Service Desks efficiency and effectiveness.
Recommend new methods or improvements based on own research, knowledge and possibly testing.
Organize, implement and action project tasks as required within agreed timeframe.

Duties, not limited to:
Answer telephone calls directed to the Global Service Desk - logging and assigning to others if necessary, all calls received in the ticketing system, adhering to procedure.
Review and act upon requests logged in the ticketing system, within specified timeframe.
Methodically troubleshoot issues, discussing with other technical support staff when required, to research and find solutions.
Support and maintain Audio Visual equipment on site and provide
Scheduling and support of Video Conference calls
Maintain onsite Coms rooms, carry out patching and support network infrastructure under the guidance of Network team and New York technical lead.
Build, image and deployment of desktop hardware
Component fix, replacement, and upgrades on desktop hardware
Deployment of software
Create and maintain accurate documentation for all user or technician processes.
Share technical knowledge with other Service Desk staff to facilitate call resolution.
Contact equipment vendors as required for request resolution.
Perform user desk moves when required
Perform user training when required.

Liaise with local office technical point of contact at branch offices as required.
Liaise with 3rd Party providers in coordination of resolution/maintenance activities.
Assist in project deployments when required.

Skills and experience:

Positive can-do attitude with a mature and professional approach.
Excellent troubleshooting and diagnosis skills.
Excellent verbal communication and customer service skills. Must have the ability to listen carefully, express ideas clearly and converse comfortably with a stranger, particularly under pressurised situations either in person or on the telephone.
Proven, excellent written communication skills – to write professional emails, communicate a range of information to staff across all levels of seniority, create documentation and write up research and analyze data.
Strong eye for detail and a very good ability to follow procedures and implement them with users.
Enthusiasm for and genuine interest in IT and technical support. Must also have excellent decision-making and problem-solving skills to manage multiple priorities.
Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team.
Strong eye for detail and an ability to follow procedures and implement them with users.
Must also be patient and empathetic to the issues and concerns of others.
Strong planning and organizational skills to enable proactive management of calls.
Methodical approach with lateral thinking ability.
Ability to cope with demanding situations.
Willingness to be involved all aspects of IT

Technical Skills Matrix:

Technology Essential skills Desirable skills/qualifications
Microsoft Experience supporting Windows 7 and Windows 10 Bitlocker and MBAM
Experience supporting MS Office 2010, 2013, 2016 and Office 365
Apple devices Experience with Apple mobile devices Experience with Mobile Iron. Experience with Macs.
Telephony Experience with Cisco IP telephony and Cisco Call Manager
Application packaging Experience application employment and / or using Altiris
Computing hardware Experience with supporting desktop PC and laptop hardware and component replacement
Printing / scanning devices Experience with Dell, Client and Canon range of printers and scanners Experience with faxing and multi function devices
Anti-virus and security tools AV, Malware and endpoint protection Experience with McAfee Antivirus, HIPS, Cisco AMP

Minimum Qualifications:
Graduates strongly preferred or equivalent combination of knowledge, experience, training and/or education, ITIL awareness/Foundation certificate preferred. Experience of Financial Institutions not as essential as drive and motivation.
             

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