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Post :- 16th Aug 2021
Hi ,
Hope you are doing good.
We have multiple openings for EUC Support for Contract.
Hope you will be a very good fit for the role. I have shared you the job description for your reference.
Please let me know your availability and share me your update resume.
1)Role: EUC Support
Location: Hemlock MI
Duration: Long Term Contract
Role Overview
· The End User Computing (EUC) Tech t will provide L1/L2 technical support to internal employees of customer. The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis and resolution of end user incidents, which may range from straightforward to complicated technical issues. EUC analyst will have to support majority of the incidents. If it is above L1/L2 issue, incident needs to be transferred to next level in intime.
Work Experience
· Minimum 3 to 5 years of experience in IT EUC domain.
Responsibilities
· Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA)
· Meeting or exceeding customer’s requirements and expectations
· Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles.
· 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Mobiles, Desktops, Laptops and Printers
· Logs and manage incidents/Service Request in ITSM tool
· Escalates unresolved tickets to Level 3 resolver groups
· Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
· To maintain a high degree of customer service for all support queries and adhere to all service management principles
Scope of Support
· Password reset & Account unlock (AD and other applications)
· Active Directory account management
· MS office application issues
· Remote Desktop Management
· MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation)
· Creation/Access Management of Network Drives and Shared Folders
· Browser trouble shooting
· Wireless troubleshooting
· Operating System Troubleshooting
· Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010, 2013, 2016,365
· Installation and Troubleshooting of approved software
· Printers - Troubleshooting & Printer Access
· L1/L2 Laptop & Desktop Troubleshooting
· VPN troubleshooting
· BYOD and Mobile device support
Other Essential Skills
· Hands on Experience on any of the ITSM Tools, preferably ServiceNow
· Incident Management experience – Managing incidents including business expectations and communication
· Basic User & Security Group Active Directory administration
Communication and Soft Skills
· Excellent verbal and written English communication and soft skills
· Excellent customer service skills with skills to empathize with the user
· Ability to work well with others, particularly senior level IT and business managers
· Ability to establish affective working relationships
· Demonstrate ability to be assertive when necessary
· Be at ease with communicating both internally and externally at all levels
· Act in a proactive rather than reactive manner
Thanks and Regards,
Rajesh Miryala
Sr IT Recruiter.
Gemini Consulting Services
3636 S Geyer Rd # 270, St. Louis, MO 63127, United States
Desk: 314-635-5117
Phone : 315-752-8001 | Fax: 314-400-7696
rajesh.m@gemini-us.com | www.gemini-us.com
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