Desktop Support Specialist Jobs

Position Title:- Desktop Support

Job Location:- Chesapeake, VA/ Charlotte, NC

Joining Mode:- Long Term Contract

Responsibilities:

• Troubleshoot client software and basic network connectivity problems remotely using Bomgar
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options.
• Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.
• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Identify, evaluate and prioritize customer problems and complaints
• Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
• Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
• Participate in on-going training and departmental development.
• Maintain quality standards for incident documentation and phone calls

Skills:

• Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department, and that the Customer is an expert in their own field
• Able to articulate and speak with clear voice.
• Able to understand the business’s objectives.
• Excellent communication skills, (active listening skills)
• Good phone techniques (English)
• Able to deal with stress.
• Good writing techniques (English)
• Must have empathy with end users.
• Must have a good understanding of the organization.
• Thorough knowledge of troubleshooting remote access issues
• Diplomatic and must have interpersonal skills.
• Professional code of conduct
• Must have basic technical knowledge of all technology used for the business processes.
• Team player
• Customer-focused

Responsibilities and Duties:

• Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
• Manage the entire service request process ensuring adherence to SLA
• Refer Service Call to the appropriate Resolution Owner Support Group
• Execute 1st attempt to solve the Service Call
• Close Service Call
• Escalate to the appropriate management level when thresholds are violated.
• Report about Service Calls
• Classify Service Calls according to the specified options.
• Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
• Execute service requests such as setting up NT/Outlook accounts as per the SLA
• Accept & registers Service Calls
• Communicate response times for dispatched tickets to the customers
• Process and send IT reports.

Thanks & Regards

Bob

[email protected]

EA Team Inc.