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Desk Side Services L-2

Resource Logistics, Inc.

This is a Full-time position in Wilmington, DE posted August 23, 2021.

Job DescriptionPosition:Desk Side Services L-2 Location: Wilmington, DE Duration: 6+months Job Description Experience 2.5-5 Years General Purpose to provide Deskside support to End users for applications and Hardware support at client site.Qualification Bachelor degree preferred in IT. Excellent and effective communication skills. Knowledge of ITIL processes Focused on processes and SLAs Tasks and Responsibilities Proven work experience as a Desktop Support Engineer. Hands-on Experience with Windows/linux/Mac OS environments. Working knowledge of office automation products and Computer peripherals like Printers and scanners. Knowledge of network security practices and anti-virus programs. Ability to perform remote troubleshooting and provide clear instructions. Excellent problem-solving and multitasking skills. Addressing user tickets, diagnose and resolve technical hardware and software issues related to Windows 10 OS, mobile devices, and network related issues. Strong Microsoft Office skills (Outlook, Word, and Excel) Walking customers through installing application and computer peripherals. Conduct remote troubleshooting, test alternative pathways until you resolve an issue. Good knowledge of Service Now, LogmeIn and MS Teams Strong customer service skills To provide support for on call escalations and doing root cause analysis of given issue To independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

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