Job Description :
VDart We are a Global Information Technology Services & Workforce Solutions firm headquartered out of Atlanta, GA with presence in US, Canada, MX, UK, Belgium, Japan & India. Founded in 2007, Our team of over 2550+ professionals continually create impact for our customers worldwide in solving complex technology challenges with cutting edge technologies. We specialize in providing the Fortune 1000 companies, niche hard to find skills in technologies including Social, Mobile, Big Data Analytics, Data Sciences, Cyber Security, IoT, Cloud, Machine Learning, and Artificial Intelligence. With delivery centers in the UK, Mexico, Canada, and India, we provide global workforce solutions to our customers covering EMEA, APAC & Americas. VDart is an award-winning organization recognized by Inc 5000 Hall of Fame; Atlanta Business Chronicle*s Fastest Growing Companies; NMSDC*s National Supplier of the Year; Ernst & Young*s Regional Entrepreneur of the Year and more Title: Service Desk Manager Location: Cary, NC Duration: Contract Job Description: Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users Route problems to internal I.M. support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution. Administer and provide User Access and Exit controls. Proficiency in AD related task 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 in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems. Strong customer handling skills to drive Track level initiatives with customer. Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. Training: Be willing to participate & Provide in on the job and commercial training designed to enhance skills and support capabilities. Manage the allocated shift and run the Day to day operations. Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required. Eligibility, Knowledge, Skills & Experience 3-4 yrs of University education post High school (B.Sc. or Diploma) 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. Should have managed the shift or team in the past. Good Analytical skills required to analyze and improve the day to day operations. Prior Team/Shift Management experience. People Management Skills is a very strong Aspect. Phone support experience is mandatory Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem-solving skills required. Hands-on work experience with the following: o Windows Operating systems - Windows XP/ 7 /10 Remote desktop connectivity applications MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange MS Outlook: o Configuring the MS Outlook - via Exchange or POP o Making Calendar entries - setting up meetings o Sharing of calendar address book and contacts. o Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email. o Setting up Rules in MS outlook Internet Troubleshooting: o Knowledge of the working principles of DHCP and DNS. o Setting up/troubleshooting wired and wireless connections. o Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress. o Troubleshooting internet explorer issues - like secured sites not opening Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed Proficient in VPN and remote dial-in users Support for laptop, desktops, and printers Proficient on PDA and blackberry support Others: Adobe Acrobat and other common desktop applications Willing to work in 24 x 7 operations if your skills match our requirements, please send your resume to for immediate consideration. Please be assured that your resume will be reviewed and you will be contacted if there is an interest in your background and experience. Referral Program: Ask our recruiting team about how you can be a part of our referral program. If you refer a candidate with the desired qualifications and your candidate accepts the role, you can earn a generous referral fee. We want to hire the best talent available and are committed to building great teams and partnerships. We are Equal Employment Opportunity Employer. VDart Inc Alpharetta, GA Follow us on Twitter for the hottest positions: @VDart_Jobs Follow us on Twitter: @vdartinc