• Provide onsite Deskside support to Users with operational and technical support and to meet specified SLAs<br>• Participate in day-to-day operations and ensure Service Level Agreement/ Service Level Objectives are met.<br>• Manage queues of L1, escalate occurring issues to global IT Teams. <br>• Resolve and install any software related requests / incidents.<br>• Resolve incidents and requests associated with EUS equipment.<br>• Support Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments.<br>• Install, upgrade and repair EUS equipment (desktops, laptops, monitors, and associated peripherals)<br>• Inventory Management / Break-fix and liaising with Vendors<br>• Cell phone issuance / collection / liaising with carrier and vendor to address hardware related issues. <br>• Imaging laptops and distributions. <br>• Control all Assets and record allocation on daily basis. <br>• Manages Joiners / Leavers co-ordination, hardware dispatch, collection and tagging the H/W etc.<br>• Support ASM Badge management system<br>• Implement and support solutions to ensure systems and processes align with the Global IT strategy<br>• Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments<br>• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output<br>• Manage MPS vendor and liaise any Provide warranty and break/fix support for networked MFPs.<br>• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc<br>• Communicate technical information to L1 and Onsite EUS teams. <br><br>Job Requirements:<br><br>• At least 5~8 years’ experience in an Enterprise-Wide IT support organization<br>• User deskside and remote support<br>• Hands on Experience with PC’s and Laptops, Sound knowledge of imaging tools. <br>• Good knowledge on Windows PC, Active Directory, Office 365, Windows Servers, Cisco switches and WIFI, client VPN.<br>• Configuring hardware and applications<br>• Good at handling vendors.<br>• Excellent English verbal and written skills<br>• Experienced in global matrix organization.<br>• Knowledge and experience in Cloud Technology is an advantage<br>• Configuring mobile computing
<p>About the Role</p><p>We are seeking a Help Desk Representative to join our Small Business Insurance Help Desk Team. This role provides first-level technical assistance and customer service support to both internal and external clients. The ideal candidate will be customer-focused, detail-oriented, and skilled at handling inquiries in a fast-paced environment.</p><p>Key Responsibilities</p><ul><li>Provide timely and professional customer service to inbound calls in an automated call delivery environment.</li><li>Manage multiple requests, including phone and email, ensuring responses within a 12-business-hour turnaround.</li><li>Own customer inquiries and complaints, working toward efficient and accurate resolution to meet First Level Resolution standards.</li><li>Coordinate with business partners to ensure complete end-to-end service for customers.</li><li>Navigate multiple systems and applications to research, analyze, and resolve inquiries.</li><li>Maintain compliance with corporate policies, regulatory standards, SOX, and internal business processes.</li><li>Demonstrate knowledge of small commercial insurance principles and products.</li><li>Support other teams and handle process transactions as business priorities shift.</li><li>Accurately enter and track data while maintaining performance standards in a fast-paced environment.</li><li>Complete other duties and assignments as required.</li></ul>
<p>Robert Half is seeking a talented and driven IT Support professional for a contract opportunity with one of our clients in Phoenix, AZ. This role is perfect for candidates looking to apply their technical expertise, problem-solving capabilities, and customer service skills to help drive organizational success.</p><p><strong>Responsibilities:</strong></p><ol><li><strong>Technical Troubleshooting:</strong></li></ol><ul><li>Provide first and second-level technical support to end-users for hardware, software, and operating system issues.</li><li>Resolve network connectivity problems and configure system updates and patches.</li><li>Diagnose and address printer, scanner, and peripheral device malfunctions.</li></ul><ol><li><strong>User Support & Training:</strong></li></ol><ul><li>Offer front-line assistance via phone, email, or in-person interactions to troubleshoot and resolve IT issues efficiently.</li><li>Deliver guidance and training to users on software systems, tools, and technical procedures.</li></ul><ol><li><strong>System Maintenance & Documentation:</strong></li></ol><ul><li>Ensure proper functioning of IT systems and perform routine maintenance tasks.</li><li>Document technical issues and resolutions in ticketing systems to maintain accurate records for future reference.</li></ul><p><br></p>
