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Desktop Support
4 weeks ago
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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Desktop Support
4 weeks ago
Boston, United States KTek Resourcing Full timeDesktop Engineer / Service Desk AgentOur client are looking for a deskside engineer / service desk agent to assist in their Boston, MA. The below indicates theservices we will be offering.Service Component ActivitiesService Deski. Service Desk will act as the single point of contact for client end users who experienceissues using their computer, office IT...
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Desktop Support
4 weeks ago
Boston, United States Ktek Resourcing Full timeDesktop Engineer / Service Desk AgentOur client are looking for a deskside engineer / service desk agent to assist in their Boston, MA. The below indicates theservices we will be offering.Service Component ActivitiesService Deski. Service Desk will act as the single point of contact for client end users who experienceissues using their computer, office IT...
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