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    Desktop Support Specialist - Tampa, United States - Themesoft Inc.

    Themesoft Inc.
    Themesoft Inc. Tampa, United States

    4 weeks ago

    Default job background
    Description

    Role :- Desktop Support

    Location :- Tampa, FL

    Contract – 6+ months extendable

    Client: HCL

    Job Description :-

    The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.

    The Support Specialist IT will be involved mainly in:

    · Incident management, Request management, Change management, Knowledge management and Access rights management

    · Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.

    · Perform incident resolutions and request fulfilment and supports end users on a variety of issues

    · Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection

    · Service end-user requests at the IT Service Spot

    Wanted profile:

    · Completes assignments without direct supervision and good team player

    · Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals

    · Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity

    · Experience with an enterprise level ticketing system - ServiceNow experience is a plus

    Activities include (but not limited to)

    · Treatment of tickets and requests from end-users for all Deskside related support

    · Handling end-user hardware request including coordination of, and delivery and pick-up

    · Deploy/return/retire equipment (laptops, ...) in IT Equipment

    · RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ...) with supplier

    · Handling mobile telephony related requests

    · Diagnosing and resolving issues at the IT Service Spot

    · Roll-out and coordination of the fleet replacement (laptop, desktop)

    Responsibilities and Powers

    ·
    • Work within the guidelines and routines defined for the product or assignment

    ·
    • Work to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignment

    ·
    • Provide the end user the support that is agreed upon

    ·
    • Provide information to end users in the event of operational disturbances

    ·
    • Act as action owner of the cases or orders they are assigned to

    ·
    • Determine and assign correct priority on created or received cases and act according to given instructions

    ·
    • Escalate cases to other support functions when necessary

    ·
    • Perform incident resolutions and request fulfilments

    ·
    • Contribute to the identification and escalation of problems in supported services and solutions

    ·
    • Contribute to knowledge management and the documentation of errors and known work arounds

    ·
    • Follow the requirements concerning Information Security described in HCL Policy

    ·
    • Utilize and contribute to the HCL Knowledge Management System

    ·
    • Support 2nd and 3rd line teams with problem identification and resolution as required

    ·
    • Act as dispatcher of incoming tasks

    ·
    • Ensure correct use of applicable security policies and raise security issues where discovered

    ·
    • Drive the identification and escalation of problems in supported services and solutions

    ·
    • Drive knowledge management and the documentation of errors and known work arounds

    ·
    • Contribute to discussions on methods to improve team efficiency and delivery quality

    ·
    • Drive methods to improve team efficiency and delivery quality

    ·
    • Participate in development of new operation techniques and contribute to designing solutions in support

    ·
    • Coordinate and secure specialized training for specific support tasks requiring unique knowledge

    ·
    • Collect measurement data (resolution time, work effort and others) as assigned by management

    Regards,

    _______________________

    Parthasarathy K

    Lead Recruiter

    Work: Ext: 306,Direct:

    Themesoft Inc |Themesoft Jobs

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