Job Description

Job Title : Helpdesk Support Analyst Location : Stamford , CT (Onsite) Duration : 12 Months :

• Handles break/fix, configuration issues, troubleshooting, software installations, and coordinating with L3 vendors/support groups.

• Use SOP/KB articles for resolution where available and use their technical skills to troubleshoot and resolve the issue

• Respond, investigate, and resolve incidents related to desktop and mobile device operating system environment such as:

• Microsoft Teams / O365 / MFA/ Intune / related Issues
• Microsoft Outlook related issues
• AD Groups and Distribution lists
• Mobile device management
• Build VM desktops and manage capacity such as Memory / Storage etc.,
• Inhouse Applications Issues
• Windows and mobile device operating system issues
• IE/Edge and Chrome Browser related issues
• Citrix client installation and Remote connectivity support on PCs
• Remote Connectivity related issues
• New Hire Onboarding and Separated Users Process
• PC application installation issues

• Build SOPs for the level 1 agents for faster issue resolution and effectiveness

• Ticket analysis for data analysis and improvement

• Coaching Help Desk teams

Roles and Responsibilities \xe2\x80\x93

• Support end users via Phone Call, Email or Chat. Visit user desk as necessary.
• Microsoft outlook, basic networking , Intune, MS Teams O365, Print and Azure skills
• Windows 10 & Application Related Troubleshooting
• Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.
• Be part of P1 Incident Management Calls
• Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
• Obtain High Customer Satisfaction Survey feedbacs
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Apply diagnostic utilities to aid in troubleshooting.
• Incident resolution and Ticket closure

Job Type: Contract Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person