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Service Desk Agent

1 month ago

Boston, United States ApTask Full time
About Client:
The client provides information technology (IT) services, including business outsourcing, infrastructure technology, and application services. The application service offered by the company includes application development, maintenance, and support. The markets served by the company are financial services and insurance, healthcare, manufacturing, government, transportation, communications, and consumer and retail industries.

Salary Range: $70K-$80K/Annum

Job Description:
  • 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.
  • Service Desk will support Client users through Phone call, Chat, Email
  • 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.
  • 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.
  • Participate in progress reviews, as required by Client, to demonstrate performance of the Service Desk obligations.
  • Service Desk performance reporting (Weekly, Fortnightly, and Monthly) as needed by Aptia.
  • Provision and management of L0 support (end-user self-help) for in-scope systems as specified by and agreed with Client. T
  • he Level 0 support provided will include the following or any other service mutually agreed:
    • Account administration; and
    • User self-help.


About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com