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Help Desk Support
Ref No.: 18-48661
Location: Waltham, Massachusetts
Position Type:Contract
Start Date: 07/12/2018
Job Description:
Bachelors degree from an accredited college or university required in Computer Science, MIS, Engineering, or equivalent computer related degree • A+ Certification and ITILv3 Foundation.• 2+ years' experience supporting internal desktop systems software and hardware, application, and overall incident ownership and management.• Desktop/Laptop, Apple technologies – iPads, iPhones, MAC devices• Experienced with ITSM tools • Good understanding of basic windows functionality •
Serves as a first point of contact and escalation point for client's IT issues and takes end-to-end ownership of resolving reported issues and fulfilling requests.• Documents and resolves issues as mentioned in the Knowledge Base • Actively is updating himself with all changes to clients infra environment. • Follows procedures and escalates as described. • Monitors his performance in Key KPI – FCR, AHT , C-sat , reopen percentages to provide excellent service to end users