Job Description

3.00 to 15.00 Years
FORT WORTH [United States]
1. Desktop Technicians are a Staff Augmentation employee who will take all work instruction from Buyer. Buyer is responsible for all SLA and operational deliverables of the coordinator.2. Minimum of 3 5 years Hands on Experience in the EUC and specially with L2 services, with very strong windows knowledge and hands on and understanding of the Windows 10/7 OS, and general Virtual Desktop Knowledge3. Should have understanding of ITIL processes including Incident Management, Service Request Fulfillment and working on incident management4. Experienced working with ServiceNow and or other ITSM tools and should understand the best practice of recording all customer transactions in Incident / Request ticket work logs5. Follow Incident and Service Request process and use of any ticket status judicially and effectively6. Very strong Hands on in Deploying Customer approved images on Desktops, Laptops in a factory model and perform Builds of Windows 10 and very strong hands skill in troubleshooting issues with desktops.7. Hands on in resolving the incidents related to Image Deployment and Rebuild utilizing customer approved images from L2 groups8. Walk in Support for L1/L2 issues day to day Technical Support to customers / users for Desktop, Laptop, Smart Hand for Network infrastructure hardware.9. Service Requests fulfillment Software Installation, Peripherals, Accesses. Answer/Address Users Queries and FAQ's related to process and procedure10. User Education, Walk through, handholding for common IT processes & procedures. (e.g. Logging Tickets, FAQ's, Vending machines)11. Promoting Self Help and New IT Initiatives Adoption (e.g. Webb, Self Service), achieve the highest possible end user Satisfaction on surveys.12. Proficient with documentation of standards, knowledgebase articles, how to¿s, and other operational guides13. Work on all the tasks within scope as assigned by Desktop Lead / Project lead / Project Manager from Tech Mahindra.14. Produce timely and detailed service reports as required16. Follow all company¿s filed procedures and protocols17. Cooperate with technical team and share information across the organization18. Comprehend customer requirements and make appropriate recommendations/briefings19. Build positive relationships with customers20. Adhere to the scheduled hours of work and inform any absence immediately21. Work with OEMs such as Dell, HP, Toshiba to coordinate repairs22. Responsible to Depot services which includes but not limited to Shipping, Build, receiving of shipment, packing tasks23. Support Asset Management and Imaging team for completing the deliverables24. Complete as much as possible tickets using remote tools for dispatch sitesBest Regards,Avinash ReddyTech Talenta – Onsite Resource FulfilmentWork: (+1) 844-697-2579 Ext: 470712