Service Desk Manager- L2, Richmond, VA - FULLTIME
K-Tek Resourcing LLC - Richmond, VA

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Location Richmond, VA General Description This position assists staff with technical support or desktoplaptop computers, applications, printers and related technologies. Involves managing team over 10+ service deskdesktop agents Responsibilities - Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines Works with vendor support contacts to resolve technical problems Works with service desk and RDS as appropriate to determine and resolve problems received from clients Responds to support requests from service desk, users and other infrastructure teams Performs upgrades as directed to ensure the longevity of equipment Keep track of request and make sure they are implemented as planned Participate in incident handling concerning desktop changes. Participate in projects concerning bigger desktop changes, for example rollout of new antivirus. Microsoft environment knowledge (desktop server).

Have some level of technical understanding of the products building up a desktop service. Experience from the desktop environment. Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems. Provide weekly reports Implement best practices Be the single point of contact with customer Technical Requirements Managing a minimun of 10 members on service desk or desk side ITIL V3 certified Exposure on managing remote sites Phone support experience necessary.

  • Technical helpdesk or technical call center experience is necessary. · Disciplined, systematic problem solving skills required. · Windows and Novell Operating systems · Clients Windows7, Windows Vista, Windows XP, Windows 2000 · Servers Windows 2000, Windows 2003, Windows 2008, · Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 20032007 · ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools · MS Office Suite (XP, 2003, 2007) MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio · Internet browsers (e.g. Explorer, Chrome, Firefox), · VPN and remote dial-in users · Support for laptop, desktops, and printers · PDA and blackberry support · Apple Ipad Device support · Others Adobe Acrobat and other common desktop applications like Winzip, etc Soft Skills - Excellent communication and conversation skills (Verbal and Written) - Good documentation skills B2 LEVEL - Should have a great customer handling skills - Able to handle unforeseen situations - High level of acceptance - Can drive HCL’s value and its methodology Other Skills Experience · Ability to successfully provide hardwaresoftwarenetwork problem analysis and resolution support over the phone.
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. · Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. · Ability to learn new information quickly and the willingness to do so at all times.
Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. · Customer Focus · Teamwork · Technical Expertise · Interpersonal Effectiveness Concern for Order and Quality Years of Experience Total 3-4 yrs of University education post High school (B.Sc. or Diploma) Relavant 5 - 8+ years of help deskdesk side, customer service, and support experience with problem solving involving hardware, Certification requirements - Preferred MCPMSCEMSCA or HDI CSS - ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Education requirements - Two year associates degree in related field Regards Mike VazAccount Delivery ManagerK -Tek Resourcing 2640 Fountain View Dr, Suite 209,Houston, TX - 77057 Phone - 832-426-3855E mail Fax - 866-230-6454 service desk,desk side, ITIL