Helpdesk / Help Desk / Service Desk Support Technician

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.

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

On-site IT Services