Desktop Support

4 weeks ago


Boston, United States KTek Resourcing Full time

Desktop Engineer / Service Desk Agent

Our client are looking for a deskside engineer / service desk agent to assist in their Boston, MA. The below indicates the

services we will be offering.

Service Component Activities


Service Desk

i. Service Desk will act as the single point of contact for client end users who experience

issues using their computer, office IT products and services.

ii. Service Desk will support Client users through Phone call, Chat, Email

iii. Service Desk will engage the appropriate resolver group in scenarios where there is no

valid Level 1 SOP or knowledge article or once it determines the issue cannot be

resolved via Service Desk or the issue is required to be handled by a specific resolver

group. Any assignments of Service Tickets will be reflected in ITSM Tool.

iv. Service Desk will actively monitor the end user's tickets assigned to other resolver

groups within ITSM Tool and publish reports outlining open tickets by assignment

group.

v. Participate in progress reviews, as required by Client, to demonstrate performance of

the Service Desk obligations.

vi. Service Desk performance reporting (Weekly, Fortnightly, and Monthly) as needed by

Aptia.

vii.

Provision and management of L0 support (end-user self-help) for in-scope systems as

specified by and agreed with Client. The Level 0 support provided will include the

following or any other service mutually agreed:

· Account administration; and

· User self-help.


Deskside support i. Laptop/ desktop build and handover

ii. Asset forecasting and order placement

iii. Stock room management - assets

iv. Logistics/ charges for dispatch of assets (Eg: Laptops/ desktop/ keyboard/ Mouse) to

Entity locations/ Users

v. Laptop/ desktop break fix - initial investigation

vi. Laptop/ desktop break fix - 2nd level hardware fix/ warranty fix which needs support

from OEM

vii. Incident/ request for COTS application L1/L2

viii. Incident/ request for COTS application - OEM support

ix. Incident/ request for business application - initial investigation

x. Incident/ request for business application - L2 support which needs support from

OEM

xi. Asset courier/ shipping arrangement


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