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Desktop Support
Ref No.: 18-07515
Location: North Bergen, New Jersey
Title: Desktop Support
Location: North Bergen, NJ
Duration: 6 month contract +

If interested, please send your word resume to anita.olejnik@nttdata.com

This Desktop Support position works under the direction of more senior staff. They are responsible for the resolution of any and all technology related issues in their area. For issues requiring outside assistance, individuals act as a liaison between their assigned area, other areas of technology, and outside vendors to ensure the quick and efficient resolution of problems, allowing business activities to continue without interruption. The candidate typically has two to five years of experience.

Responsibilities
  • Provides desktop hardware technical assistance and support; troubleshoots and resolves system hardware, software, and communications failures and conflicts.
  • Evaluates existing desktop systems hardware, and performs system upgrades; based on customer needs, customizes and tests computer systems, and resolves configuration conflicts and errors.
  • Installs, integrates, and configures new computer systems and hardware for clients.
  • Reviews, prioritizes, and processes problem reports; documents the progress towards resolution.
  • Maintains a high-level quality of customer service standards in dealing with and responding to client issues and questions.
  • Provide phone support to remote clients.
  • Incident Management - Deliver first time fixes (to set target) and escalate unresolved requests to resolver groups as appropriate.
  • Own requests and incidents received from customers via ServiceNow and other sources.
  • Follow Problem & Incident Management process.
  • Determine severity of incidents and efficiently escalate them into the major incident management process.
  • Keep an up-to-date record on the status of each request and also provide appropriate feedback to the customer. Ensure resolution meets user requirements while meeting Service Level Targets.
  • Actively monitor SLA status of open incidents to resolve within agreed timeframe. Escalate potential breaches to line management at earliest possible time.
  • Liaise with third parties and IS partners to escalate calls which may otherwise result in customer follow ups / dissatisfaction, to proactively ensure that the customer is satisfied with the service received.
  • Utilize remote assistance and remote support tools as appropriate to enable resolution of customer requests over the phone.
  • Effectively use internal standard collaboration tools to improve workflow, task management and team administration.
  • Utilize knowledge base to resolve user issues
  • Share knowledge within the service desk team to improve first time resolution targets.
  • Work with manager to review User Feedback and undertake corrective actions as agreed.

Skills Required
  • Knowledge of a wide range of Desktop systems software, applications, hardware, and communications.
  • Thorough understanding of Microsoft Windows OS (Windows 7/10) and Mac OSX (Sierra) and the MS Office 2016 product suite.
  • Knowledge of advanced computer troubleshooting techniques.
  • Software delivery experience preferred (Altiris is a plus).
  • Knowledge of customer service standards and procedures.
  • Ability to make client centric IS support related decisions and judgments.
  • Strong written and verbal communication skills.

Education & Experience
  • 4 to 5 years' experience directly related to the duties and responsibilities specified.
  • A+ Certification preferred.
  • MCSE certification a plus.

NTT DATA Services is a leading IT services provider and global innovation partner with 130,000 professionals based in over 50 countries. NTT DATA recently acquired Dell Services. NTT DATA Services emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process, IT outsourcing, and cloud-based solutions. We are a part of NTT Group, one of the world's largest technology services companies, generating more than $100 billion in annual revenues and partner to 80% of the Fortune 100. Visit www.nttdataservices.com to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a wide range of businesses and government agencies.

The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.