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Desktop Support
Ref No.: 18-57307
Location: Jersey City, New Jersey
Start Date: 08/09/2018
25 on w2   
Role- Desktop Support. Need one resource per each location.
 
 
Locations-
  • New York City Area, New York
  • Jersey City, New Jersey
  • Chico, California
  • Kansas City , Missouri
  • Hartford, Connecticut
  • Tampa, Florida
  • Lynchburg, Tennessee
 
 
Roles and Responsibilities Primary:
  • First point of contact for local geo users, specifically senior leaders
  • Independent first line desktop/laptop/printer video and audio support and resolution
  • Software level troubleshooting independently or with L3 support
  • Independent Second line desktop/laptop/ printer support
  • Corporate imaging of laptops / desktops with standard EXL software
  • Escalate incidents when necessary and support remediation's
  • Create/Maintain/modify records of current inventory of assets and follow IMAC lifecycle
  • Assist with Video Conferencing testing and setup
  • Ensure up to date endpoint compliance as per EXL standard requirement
  • Raise procurement requests as per location requirement per approvals
  • Assist in testing of endpoints – desktop/ laptops
  • Proactively check all IT assets of Power users
  • Monitor and address tickets received via Connect2IT/ Remedy
  • Assist testing, staging and mounting of any new datacenter/ network equipment
  • Develop working relationship with EXL stakeholders
  • Liaise with respective L3/ SME teams from domains for incident resolution
  • New joiner induction on EXL support and business tools
  • Work with subject/project leads on implementing new capabilities or tools
  • Ensure asset reconciliation and recovery for exit employees
 
Additional responsibilities:
 
  • Contribute towards creation of knowledge base/SOPs
  • Log, track, update incidents and requests, escalate as required
  • Implement Best Practices and Process as guided time to time
 
Qualification, experience and Skills required:
  • Minimum of 5-7 years of experience
  • This experience would include all levels of troubleshooting of Desktop/Laptop OS, Outlook, Network Printers and Active Directory, has exposure to and worked on Desktop, LAN, WAN, Systems
  • The experience should also include good knowledge of ticket logging, phone call handling and email management. Experience in handling VIP users would be preferred.
  • Awareness of working culture for all geographies
  • Excellent written and verbal communication, Candidates with neutral accent preferred
  • Excellent Problem Solving Skills ,Excellent Technical Knowledge
  • Able to manage / influence VIP customers , Customer focused
  • Should be able to work independently, with minimum supervision.
  • A Strong sense of ownership, urgency, and drive.
  • Preferably MCSE / CISCO certified
  • Understanding of ITIL processes. ITIL foundation certification would be preferred
  • Full Time : Graduation from recognized Board/ Univer