Deskside/ Field TRANSITION

Lisle, IL 60532

Job Category: Information Technology Job Number: 135511

Job Title:              Deskside/ Field TRANSITION

Location:              Frisco, Texas, US And Lisle, Illinois, US

Job Type:              Contract

Duration:              6 Months

About Our Client : Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives

Job Description:

We Need L3 Profiles:

Must Have:

  • Transition experience
  • Experience in a customer-facing role
  • Some leadership experience
  • Documentation experience

This is a customer-facing role driving the transition, identifying risks/gaps, writing customer-facing AND internal documentation.  It requires some business understanding and some project management and/or people management skills.

These are not typical DSS positions. Please review the JD and call me if you have any queries/ doubts.

EXTENSIVE TRAVEL (across states) is required- 70%+

This position assists clients under transition/ transformation with technical support as a SME in desktop computers, applications, and related technology under deskside support/ field services. Support includes ability to successfully deliver transition program capabilities knowledge absorption, knowledge transfer, parallel run and run-book creation

Resource Will Provide:

  • High-level analysis, technical and SME support for customers in a transitional/ transformational projects
  • This role specifically requires travelling to different customer locations as and when needed to provide SME support to newly on-boarded the clients

Main Responsibilities Include:

  • Deliver transition program capabilities - knowledge transfer, knowledge absorption, parallel run and runbook creation.
  • Design and update run-books for new/ transitioning customers
  • Deliver Transition Projects in line with Global Transition methodology (quality-assurance, issue resolution, reporting)
  • Take up the role of a transition solution SME responsible for developing Transition plans, responding to RFPs/ RFIs queries and support the sales team with ownership of Transition solution for deskside and field support
  • Contain and resolve cross-transition work stream issues that do not require sponsor attention
  • Monitor progress to make sure client deliverables are delivered on time and reported to head of field services
  • Monitor stakeholder expectations and take corrective action to address gaps
  • Should be able to multitask and have the ability to handle multiple customers simultaneously
  • Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
  • Providing on-site cover as part of a shift arrangement and provide infrastructure administration functions
  • Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
  • Oversee issues through to resolution on all appropriate requests
  • Trains and orients staff on use of hardware/software/tools presented to the client as a part of overall delivery solution
  • This position requires the ability to work in a project based on transition/ transformation environment requiring flexibility and teamwork. Performs other duties as assigned
  • This role requires extensive travel

Technical Skills:

  • Knowledge of integrating ITSM solutions for automatic ticket creation and site services support Strong technical skills in handling user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc. and Microsoft Windows desktop operating systems and business productivity applications i.e. Office Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment
  • Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives
  • Administration experience of MS Active Directory users & groups, policies and management concepts
  • Have the knowledge and skills to suggest solutions to mitigate identified gaps and risks
  • Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information

Business Skills:

  • Experience of prior transition is a plus
  • Ability to interact with customers to ensure that the service is efficient and responsive in a transition/ transformation project environment
  • To be able to oversee issues for accounts under transition till the end of pilot phase and provide SME support analytically to a successful conclusion
  • Ability to successfully absorb a client’s request and provide KT as a transition SME
  • To be able to understand the statement of work/service agreement signed with the client/ vendor and take active participation in statement redlining
  • Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture
  • Ability to identify, articulate, and escalate both business and technical gaps and risks impacting customer transitions

Qualification And Experience: 

  • Diploma or Engineering degree along with MSCE or CNE qualification
  • PMP/ Prince2/ ITIL carries an edge
  • Minimum 5-10 years related field experience in End User support including VIP support
  • Certified Windows Administration
  • Collaboration experience including remote control of PCs and video conferencing knowledge
  • Deliverables to include ensuring the proper levels of run and maintain support
  • Thorough understanding of Outlook's calendaring tool
  • Strong customer handling skills & a self-starter with ability to work on its own initiative
  • Strong written and verbal communication skills (English language)

About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities

Reach Out To A Recruiter

Recruiter:             Mukesh Sharma


Phone:                   678-785-3381

Mukesh Sharma
Sr Delivery Manager

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