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Position Applying For:Help Desk Analyst 2

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  • Help Desk Analyst 2  | USA-NY-New York City  |  | 29-APR-21 

    

    
Help Desk Support Specialist
    
NYC, NY
    
Client- Genpact
    
Ticketing/billing mandatory
    
Local to NYC
    

    

    

    

    
Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
    

    
· Maintain equipment inventory, including processing RMAs and ordering new equipment.
    

    
· Maintain physical presence at designated service locations and time for employees to pick up the user's computer or deliver to the end-user.
    

    
· Participates in monitoring, updating and maintaining tickets in a defined ticketing system.
    

    
· Responds to tickets, contacts users and plans workload.
    

    
· Update, track and escalate the ticket to appropriate levels/group for resolution as required.
    

    
· Sign off on closed tickets with the user to include follow up specifically to the end user.
    

    
· Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
    

    
· Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.
    

    
· Provide support at our IT Help Desk during business hours
    

    
 

    Qualifications

    · Perform hardware repairs, upgrades and migrations
    

    
· Resolve problems in a timely manner or escalate on behalf of customers to senior technical staff
    

    
· Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
    

    
· Handle system access and maintain user accounts, passwords, data integrity & security
    

    
· Help to evaluate hardware and software solutions and participate in IT projects
    

    
· Assist with inventory and purchasing processes