Service Desk Specialist

Job title: Service Desk SupportLocation: Boston, MA (Hybrid)Full time onlyDesktop Engineer / Service Desk AgentOur client is looking for a deskside engineer/service desk agent to assist in their Boston, MA. The below indicates theservices we will be offering.Service Component ActivitiesService Deski. The Service Desk will act as the single point of contact for client end users who experienceissues using their computer, office IT products, and services.ii. The Service Desk will support Client users through Phone calls, Chat, Emailiii. The Service Desk will engage the appropriate resolver group in scenarios where there is novalid Level 1 SOP or knowledge article or once it determines the issue cannot beresolved via the Service Desk or the issue is required to be handled by a specific resolvergroup. Any Service Tickets assignments will be reflected in the ITSM Tool.iv. The Service Desk will actively monitor the end users tickets assigned to another resolvergroups within ITSM Tool and publish reports outlining open tickets by assignmentgroup.v. Participate in progress reviews, as required by the Client, to demonstrate the performance ofthe Service Desk obligations.vi. Service Desk performance reporting (Weekly, Fortnightly, and Monthly) as needed Aptia.vii. Provision and management of L0 support (end-user self-help) for in-scope systems asspecified by and agreed with the Client. The Level 0 support provided will include thefollowing or any other service mutually agreed:· Account administration; and· User self-help.Deskside support i. Laptop/ desktop build and handoverii. Asset forecasting and order placementiii. Stock room management - assetsiv. Logistics/ charges for dispatch of assets (Eg: Laptops/desktops/keyboards/ Mouse) toEntity locations/ Usersv. Laptop/ desktop break-fix - initial investigationvi. Laptop/ desktop break-fix - 2nd level hardware fix/ warranty fix which needs supportfrom OEMvii. Incident/ request for COTS application L1/L2viii. Incident/ request for COTS application - OEM supportix. Incident/ request for business application - initial investigationx. Incident/ request for business application - L2 support which needs support fromOEMxi. Asset courier/ shipping arrangement