Our client, a multi-billion dollar global enterprise, is looking for a Service Desk Support to join their Century City team for a 6 month+ contract. This role will focus on procurement, imaging and provisioning machines.
Responsibilities
- Responsible for providing initial support to employees via phone, email and deskside.
- Provide remote and desk side assistance to resolve incidents within SLAs.
- Conduct advanced troubleshooting of hardware and software problems.
- Identify persistent problems and recurring failures in the environment and drive them to resolution by working with the appropriate IT teams and product owners.
- Document all incidents, service requests and problems in ServiceNow ITSM tool.
- Document troubleshooting steps, hardware specifications and/or software versions prior to escalating incidents to reduce duplication of efforts by other IT teams.
- Perform post-resolution follow-ups to incidents and requests.
- Identify Knowledge articles and frequently asked questions for end-users and internal IT.
Requirements- 3 to 5 years’ experience in Service Desk
- Experience with MS Outlook/Exchange
- Experience with Active Directory Users and Computers
- In TCP/IP, DNS, DHCP
- MS Windows 10 and Mac OS X operating systems
- Must be comfortable providing high-level desktop/application support to VIPs and executives
- Must have a strong verbal, written and visual presentation skills