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Helpdesk / Help Desk / Service Desk Support Technician

Locations: Jersey City, Iselin - New Jersey, Manhattan - New York

Full Time(Approx. 40+ hrs a week), Part Time(Approx. 20+ hrs a week)

Rates: TBD

No Visa Restrictions, C2C is also ok.

New York City NY On-site IT Services

Job Description:

Service Desk Support Activities:

Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s.
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Update users about request status and close request when users are satisfied with solutions
Level 1troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.

Roles & Responsibilities:

Ensure adherence and Supplier process/policies
Log Incident/Request Tickets with complete information
Respond to all incidents and service requests
Coordinate with IT Proximity team for update on tasks assigned
Perform daily/weekly/monthly scheduled reporting tasks
Create a SOP whenever troubleshooting a new issue and keep team informed on the issue and resolution
Perform warm shift handover with engineers along with the shift SPOC
Check schedule for maintenances and consult with the SPOC
Communication in neutral accent over phone
Use of Ticketing tool
Account Management / Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
Analytical skills
Analytical skills and experience in Enterprise Data & Voice Networking

Thank you.

A+ Mobile Techs

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