Service Desk Associate

Service desk Engineer (Fresher)

Contract to hire 5-6 Months

Onsite role to be worked from Plymouth MA-100%

You might really grab our attention if you can:

· 0- 3 years of Phone support experience Mandatory

· 0 to 3 years of Windows Technical Service desk experience is necessary.

· knowledge Windows 10, 2019.

· Knowledge in windows buildout

· knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,

· ITSM ticketing tools such as Ivanti, ServiceNow etc.,

· User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,

· Remote desktop connectivity applications, Windows end point support

· MS Office Suite and application support

· Web Application, VPN knowledge

· Administer and provide User account provisioning.

· Use the Incident Management System to document and manage problems and work requests and their respective resolutions.

· Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.

· Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

· Responsible for installing desktop applications and software

· Work experience with SCCM patch deployments and SCOM monitoring tools

· knowledge of scripting.

· Highly self-motivated with keen attention to details

Here's how you'll contribute:

· Support for laptop, desktops, and printers

· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users

· Route problems to internal 3rd level IT support staff.

· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

How we’d like you to lead:

Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice.

We also want you to:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

Desired Skills:

• Route assign tickets to appropriate support group if necessary.
• Identifying and escalating high priority, high severity issues.
• Updating pending tickets with timely, precise and accurate updates
• Following up with end users, if necessary, for closure of pending tickets
• Following up with support groups, if necessary, for closure of pending tickets

#IND2

Job Type: Contract

Expected hours: 40 per week

Shift:

• 8 hour shift

Ability to Relocate:

• Plymouth, MA 02360: Relocate before starting work (Required)

Work Location: In person