JOB DESCRIPTION

Business Line FT | Specialist | Michigan

Job Summary

LOCATION: Michigan
DESIGNATION: Specialist
QUALIFICATION:
Job Description
• Perform all roles and responsibilities of a Desk Side Support Technician
• Provide direct face-to-face world class end user support experience in a walk-up IT bar environment
• Provide primary support to executive users
• Greet and assist users with the check-in process
• Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues or perform warm hand off to an available guru with bandwidth
• Provide support for corporate sanctioned employee owned devices
• Schedule appointments taking into account user availability and the workload of the team
• Owns the user experience; including identifying and averting potential escalations
• Become experts in and demonstrate new and upcoming technologies
• Provide user training on business applications, operating systems, and interprets and communicates IT policies at a level appropriate to the audience
• Develop and share solutions to application, operating system and firmware issues
• Partner with L3 support teams as appropriate to ensure problem resolution is obtained
• Perform problem management on existing and new ticket
• Assist with the onboarding of new users including phone setup, access requests, and computer setup
• Work with procurement staff to purchase hardware and software
• Assist with completion of corporate documentation as necessary
• Perform SCRP process and ACR/ICR updates
• Perform network and corporate application account administration
• Perform asset management loaner and retrieval
• Ensures configuration and inventory management database entries are complete and accurate
• Distribute peripherals and manage inventory levels for lounge
• Complete installation and testing of computers and peripherals within established standards and guidelines
• Local travel as needed
• Perform other duties as assigned
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
SKILLS:
BPS-Onsite Support Services-Desk Side Services
EXPERIENCE: 2.5-5 Years
NO. OF POSITIONS: 1