Must Skills:
5 years of experience on desktop/mobile/phone field

Job description:

• Provide Desktop/Mobile/Phone Support at the customer office in New York City, NY for customer senior leadership only.
• Work in a customer facing environment dealing with reported Service Desk Incidents, Service Requests or Changes as and when required for the local end users.
• Strict adherence to standard technical processes/practices followed for the corresponding services at customer site.
• Ability to understand/follow standard ITIL processes as per the scope of corresponding service.
• Occasional involvement in Project work under minimal supervision of the experienced members in the team. Learning upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends).
• Taking ownership of customer reported issues and seeing through to completion. Researching, Trouble shooting and Identifying solutions to resolve issues.
• Flexibility needed in case of extended hours due to Major Incident Resolutions
• Collaborate with other team members to identify real time trends to proactively recognize systemic issues and/or concerns and escalate as appropriate.
• Interact with other teams worldwide to maintain technical and organizational relevance and proficiency
• Provide support beyond core work hours as required.
• Continuously expand technical skills and Share technical knowledge with team members.
• Assist in maintaining accuracy and relevance of the technical knowledge base.
• Other duties as assigned.

Primary/Essential duties:

• SERVICE DELIVERY: Manage incident lifecycle, in accordance with customer Incident Management Procedures, including creating, tracking, and escalation of Service Desk tickets assigned to achieve final resolution and ensure user satisfaction.
• SERVICE SUPPORT: Deliver a high percentage of first contact resolution (FCR) for Level 1 technical issues within the global computing environment. Flexibility to work after hours if needed