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Deskside Services Technician at NTT DATA

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Mar, 26

Salary

0.0

Posted On

18 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Problem Solving, Communication, ServiceNow, Technology Applications, Installation, Documentation, Knowledge Transfer, Asset Management, Network Services, Software Systems Engineering, Applications Development, Printer Maintenance, Quality Support, Technology Refresh

Industry

IT Services and IT Consulting

Description

Support will be performed in person (on-site users) or via telephone/remote control (off-site users). Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems. Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues. Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks. Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff. Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management. Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention. Ensure all tickets are resolved within documented service levels. Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem. Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs. Possess excellent presentation, verbal communication and written skills. Provide technology refresh support as needed. All other tasks as assigned.

Responsibilities

Provide deskside assistance to resolve technology issues and ensure the proper operation of technology applications and equipment. Interact with various IT services to restore service and assist in developing improvements to current processes.