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Level 2 Service Desk
1 month ago
6 Month Contract (Extension possible based on experience/performance)
Description:
Responsibilities:
• Primary point of contact for level 1 service desk escalations
• Primary point of contact for site Software Installations and License Management not covered by global level 1 service desk
• Site level Breaks and Fixes support including point of contact for vendor engagement in break/fix
• Computer Imaging, Deployment and Inventory Management
• Ensure timely laptop replacement as part of Lifecycle Management
• Changing Backup Tapes and sending offsite per procedure
• Provide Printer Management Support
• Triage ServiceNow requests and incidents affecting he site to ensure Timely assignment, closure, and escalations
• All tickets placed by a user
• All tickers affecting asset
• Reassign tickets not belonging to Site
• Reporting on ServiceNow key performance indicators (KPI's) escalating to local Run resources when requests, incidents, and problems have not been completed on time
Skills:
tier two service desk, tier II service desk, ServiceNow, tickets, breaks and fixes, Service desk
Additional Skills & Qualifications:
Must be able to go on site: 7:30am-5:00pm
- The resource will be the only onsite desktop resource, but they will join a team of two IT resources, plus a site lead
- Overtime will be allowed
- Parking is free
- The resource should have the following experience:
- Windows 10 imaging
- ServiceNow experience
- CMDB experience
- SCCM experience
- Experience supporting mobile devices
- Windows, MAC, IOS OS experience
- Experience working with customers directly
- Tier 2 experience; Tier 3 experience would be a nice to have
Experience Level:
Intermediate Level
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