Desktop Support : Austin
Company: Resource Logistics
Location: Austin
Posted on: April 15, 2024
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Job Description:
Job Description :
As an Onsite Support Technician with minimum of 4-7 years of
technical experience in providing quality services to the end users
which includes the following key roles and responsibilities:
Manage a team of 25-30 technicians across locations Manage the
reporting of SLAs , Adherence of SLA and contract Manage shift and
shift planning including on call roster Manage Resource
productivity Enable the team with training and development Ensure
security compliance Ensure sufficient inventory level is managed
across locations Ensure all service request and incidents are
resolved before agreed service levels Plan and execute any move
request or project work Lead the team by providing technical and
process assistance to below activities Install and Configure
desktops, laptops, mobile devices, and associated Peripherals and
related Software. Perform Break Fix, Desk Side Support, IMACD s,
Data Migration, Refreshes and health checks Perform onsite updates,
Configuration changes, or Software installations. Provide onsite
technical assistance to end users by visiting their desk location
Identifies potential issues that could adversely impact End User
experience and follows through on action steps to prevent. Manage
the ticket queue and ensure tickets are resolved and closed within
the defined service level agreement. Respond to end-user requests
for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g.
Hardware Vendor technicians for warranty repair/replacement)
Perform end-user support related security and controls and
compliance related tasks such as access reviews, risk assessments,
controls verifications, facility inspections, maintenance of
verification logs Coordinate with Level 3 support groups and
project teams for service delivery enhancements, maintenance and
upgrades. Provide IT support for on-site or off-site events and
meetings including site setup, coordination with venue IT/AV
contacts and stand-by support Provide IT support for disaster
recovery and im,te response in the event of emergency situations at
local sites. Provide On-call support if required outside business
hours on a rotational basis.
(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 and
management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First
Call Resolution and minimum rejected resolutions or Reopen
Cases
Keywords: Resource Logistics, Bryan , Desktop Support : Austin, Other , Austin, Texas
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