Job Description
Hi,
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Hope you are doing well.
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I have an immediate requirement. Please let me know if you are interested in this role, and share your updated resume.
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Role – Desk Side Support
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Location – Phoenix, AZ (Onsite)
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Mode : Contract
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JD: Responsibilities :-
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Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA
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SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved
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Client Management- To ensure right communicating has been liaised with clients, Creating reports for client.
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Team Management - Team building and handling skills and act as a bridge between the leadership and team members
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Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.
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Transition - Due diligence and coordinate with the transition team for proper implementation of the process
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Tech Bär Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.
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Automation - Process improvement and automation opportunity to be explored and implemented
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Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.
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Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team
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Technical Requirements:
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Disciplined, systematic problem-solving skills required
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Windows Operating systems 10 & 11 with troubleshooting
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Clients: Windows7, Windows Vista, Windows XP, Windows 2000
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ITSM ticketing tools such as ServiceNow
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Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
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MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
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Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),
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VPN and remote dial-in users
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Soft Skills:
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- Excellent communication and conversation skills (Verbal and Written)
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- Good documentation skills
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- Good working knowledge of MS OFFICE & Windows
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- Should have a great customer handling skill
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- Able to handle hardware issues, Software, and printer issues
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- High level of acceptance
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- Can drive HCL’s value and its methodology
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Other Skills / Experience:
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. Ability to learn new information quickly
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· Ability to integrate as a cross-functional, team player
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· Personal dedication to providing high quality, superior service
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· Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week
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· Customer Focus
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· Teamwork
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· Technical Expertise & Troubleshooting
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· Interpersonal Effectiveness
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· Concern for H/W Order and Quality for EUC build
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Years of Experience:
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Total :6 - 8 years’ experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management. Hub & SPOKE model, Device ordering
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Relevant : 5-6 years of FSO Manager experience
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Certification requirements:
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- Preferred MCP/MSCE/MSCA or HDI CSS
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- ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred
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Education requirements:
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- Bachelors / Masters / Equivalent
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Thanks,
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Ravi Kumar
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Raas Infotek
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Newark, DE 19702
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Direct No: 302-286-9894
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Email: Ravi.kumar@raasinfotek.com