Desktop Support - Boston, MA & Collegeville, PA

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          "text": "<p>Role: Desktop Support<br />Location: Boston, MA &amp; Collegeville, PA<br />Duration: Fulltime<br /><br />BGV will be done for the selected candidates.<br /><br /><br />Must have: Windows, Mac, Printers, &amp; good Landesk exp. is required.<br /><br />1)      Executive profiles – Good experience in client facing<br /><br />2)      Landesk and Mac experience<br /><br /><br /><br />Job Description –<br /><br />·         Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.<br /><br />·         To manage the overall operations and ensure that the standard of services provided to Client have improved.<br /><br />·         Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends.<br /><br />·         Proactive monitoring of the end to end customer service &amp; Infrastructure.<br /><br />·         Standardization and Optimization of existing process<br /><br />·         Managing resolution of escalated Business Applications, System Issues within agreed SLA’s.<br /><br />·         Contribute in FAQ database for CLIENT and ensure the usage and updation.<br /><br />·         Contribute in Known Error Database for CLIENT and ensure frequent update and usage.<br /><br />·         Ensure RCA is done for all P3/P4 cases and Knowledge base is updated to reduce/avoid the impact in future.<br /><br />·         Good Analytical skills required to analyze and improve the day to day operations.<br /><br />·         Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management.<br /><br />·         To implement and run ITIL processes and standards   to achieve customer delight by doing IT Service Management.<br /><br />·         Ensuring highest availability of Customer Service<br /><br />·         Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention&apos;s.<br /><br />·         Work closely with help desk peers, RDS (L2) Team &amp; other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork.<br /><br />·         Work closely and provide hands and feet support to infrastructure teams like – Windows, Unix, Security, Network, VOIP, etc<br /><br />·         Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.<br /><br />·         Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.<br />·         Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.<br /><br />Please respond with your word resume and requested details:<br /><br />Full Name :<br />Work Authorization:<br />Contact Number :<br />Email ID :<br />Skype ID:<br />Current location:<br />Willing to relocate :<br />Salary :<br /></p>",
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