Previous Job
CW Desktop Support
Ref No.: 18-13433
Location: Plano, Texas
Role: Desktop Support
Location: Plano, TX
Duration: 12+ Months
This individual will be monitoring activities at customer service center locations, especially with new hire classes and training the SPOC's. Assist in overall deskside support monitoring to ensure contract compliance. Support tasks that may fall outside the current service provider's scope of work ensuring customer satisfaction.
Key objectives for this resource (project summary):
  • Review and ensure completion of documentation created by the current service provider, review reports provided by service provider with the ability to identify discrepancies, assist in creating corrective plans when issues in support exists, assist with activities that are outside the current service providers scope, this may include traveling to other locations, assisting with executives or mobility issues.
  • Most of this role will be to monitor issues, however; the ideal candidate will take ownership of issues ensuring that the correct groups are engaged to resolve any issue. Strong relationship building skills are required.
  • A+ Certification, 5+ Years Deskside
Preferred / Nice-to-haves:
  • OEM Certifications, Documentation creation background, Asset management background.
  • Working knowledge in OSX, Airwatch, Surface Hub, and Skype Support, Working knowledge in Service-Now.