What are the responsibilities and job description for the Service Desk Support position at KTek Resourcing?
Our client is looking for a deskside engineer/service desk agent to assist in their Boston, MA. The below indicates the
services we will be offering.
Service Component Activities
Service Desk
i. The Service Desk will act as the single point of contact for client end users who experience
issues using their computer, office IT products, and services.
ii. The Service Desk will support Client users through Phone calls, Chat, Email
iii. The Service Desk will engage the appropriate resolver group in scenarios where there is no valid Level 1 SOP or knowledge article or once it determines the issue cannot be
resolved via the Service Desk or the issue is required to be handled by a specific resolver group. Any Service Tickets assignments will be reflected in the ITSM Tool.
iv. The Service Desk will actively monitor the end user's tickets assigned to another resolver groups within ITSM Tool and publish reports outlining open tickets by assignment group.
v. Participate in progress reviews, as required by the Client, to demonstrate the performance of the Service Desk obligations.
vi. Service Desk performance reporting (Weekly, Fortnightly, and Monthly) as needed Aptia.
vii. Provision and management of L0 support (end-user self-help) for in-scope systems as specified by and agreed with the Client. The Level 0 support provided will include the
following or any other service mutually agreed:
· Account administration; and
· User self-help.
Deskside support i. Laptop/ desktop build and handover
ii. Asset forecasting and order placement
iii. Stock room management - assets
iv. Logistics/ charges for dispatch of assets (Eg: Laptops/desktops/keyboards/ Mouse) to
Entity locations/ Users
v. Laptop/ desktop break-fix - initial investigation
vi. Laptop/ desktop break-fix - 2nd level hardware fix/ warranty fix which needs support from OEM
vii. Incident/ request for COTS application L1/L2
viii. Incident/ request for COTS application - OEM support
ix. Incident/ request for business application - initial investigation
x. Incident/ request for business application - L2 support which needs support from OEM
xi. Asset courier/ shipping arrangement
