Urgent Role || Desktop Support Engineer || Genpact || New York (Hybrid - Once a week) || Contract

[Deepak Singh]

Greetings,

Hope you are doing well!

We are looking for an Desktop Support Engineer. Below is the job description for your reference. Please have a look and share the best level of your interest.

Position: Desktop Support Engineer

Client: Genpact

Location: New York (Hybrid - Once a week)

Type: Contract

Job Description:

The purpose of this job is to provide all aspects of Desktop Support Analyst for the IT Production Services (ITS) Service Desk.

Responsibilities:

• Support Hours: 07:00 AM – 07:00 PM
• Provide level II desktop support to business users on standard desktop hardware, software, and peripherals, telephony and mobility solutions (Workspace one – WSO)
• Oracle Requisitions: Should be capable of placing, tracking of orders in Oracle, Oracle knowledge is must. Has to follow-up with vendors regarding orders. Knowledge of vendor management is must as the candidate will be working closely with the procurement team.
• Should be flexible to travel as we have a office in MP and might need to travel one day in a week to MP.
• Interpret, analyze, research and resolve complex-to-moderately complex incidents.
• Work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions (Be a solution provider, not just a ticket closer)
• Perform steps to onboard and offboard employees/consultants/interns.
• Configure and deploy standard desktop hardware, software and peripherals, telephony and mobility solutions.
• Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution.
• Consistently apply customer service best practices to ensure customer satisfaction.
• Accurately and thoroughly document all incidents in the service management system.
• Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.
• Comply with all ITS and IT Infrastructure policies and processes.
• Achieve outcomes with available resources and within set time frames with little or no direct supervision.
• Own activities around reducing number of repeated incidents while working with respective teams.
• Build and develop positive relationships.
• Engage in project-related work appropriate for technical knowledge and competency.
• Consistently promote, adhere to, and support the standards of ITS.

Minimum Qualifications

• Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.

or

• A degree in Computer Science, IT, Systems Engineering or a related qualification.

Preferred Qualification:

Incident Management

• Provide level II desktop support via phone/chat/deskside for all employees/consultants/interns on standard desktop hardware, software and peripherals, telephony and mobility solutions.
• Interpret, analyze, research and resolve complex-to-moderately complex incidents.
• Process assigned support requests within established service level.
• Update and maintain incidents in the service management system, ensuring a complete and detailed history for each incident and small-scale change request.
• Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution.
• Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.
• Compliance with all ITS policies and processes.
• Compliance with established asset management recording procedures.
• Engage ITS Desktop Support Lead as necessary to solve incidents and escalate customer grievances.

Identity Management

• Perform steps to onboard and offboard employees/consultants/interns.
• Use Active Directory to maintain user network accounts.
• Use Exchange Console to maintain user email accounts.
• Engage with telephony vendor to assign and maintain landline and mobile phone numbers.

Asset Management

• Update CMDB – Record all the asset transactions for Laptop/Desktop/Mobile Phones in CMDB and maintain the accuracy

Knowledge Management

• Participate in the maintenance of the support knowledge base and knowledge documents.
• Engage in project-related work appropriate for technical knowledge and competency.

Recordkeeping

• Update incidents and service requests in the service management system, ensuring a complete and detailed history for each incident and small-scale change request.
• Follow established standards for identity management.

Service Delivery

• Promote, adhere to, and enhance the ITS processes, procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction.
• Establish and maintain effective partnerships with users, business lines, IT infrastructure, application development and support groups, and external vendors.
• Demonstrate care with follow-up and follow-through on reported incidents and establishing rapport in all interactions.
• Take personal ownership and pride in acting on issues and in following through on commitments to completion.
• Achieve outcomes with available resources and within set time frames with little or no direct supervision.
• Seeks to be proactive in identifying and eradicating technical problems before productivity loss.
• Build and develop positive relationships.
• Conduct formal and informal customer training and develop technical orientation and new analyst training materials, as needed.
• Identify and recommend process improvement initiatives to ITS Desktop Support Lead.
• Consistently apply customer service best practices to ensure customer satisfaction.
• Consistently promote, adhere to, and support the standards of IT.
• Providing level I/level II technical support in an enterprise IT Service Desk/help desk environment.
• Desktop operating systems (Windows and Mac)
• Desktop / tablet / mobile device patching and reconciliation
• Cisco telephony and Unified Communications (deskphones, voicemail, Jabber)
• Skype for Business
• iOS and Android mobile devices
• Microsoft Office 2016
• Active Directory
• Exchange Console
• Pulse VPN
• ServiceNow for Incident, Knowledge, Problem, CMDB
• Excellent verbal and written communication skills
• Excellent customer service skills
• Professional presentation
• Telephone etiquette
• Strong problem solving and decision-making skills
• Strong attention to detail
• Time management
• Ability to build and develop positive client relationships.
• Ability to effectively convey complex information to all audiences.
• Ability to multitask while meeting time constraints and maintaining quality.
• Ability to maintain composure and diffuse difficult situations.
• Ability to work independently with minimal supervision.
• Ability to work as part of a team environment.
• High level of enthusiasm, motivation, initiative, sense of urgency and personal integrity.
• Ability and willingness to work a flexible schedule.
• Ability to lift and carry 40 lbs. without difficulty or injury.

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Regards,

Deepak Singh

Technical Team Lead

Email: Dsr.itr...@gmail.com

LinkedIn: www.linkedin.com/in/deepak-singh-rajput-8a7b6a21a/

221 River St 9^th floor Hoboken, NJ 07030