Desktop Engineer

Request Title: Desktop Engineer
Pay Rate: $50.18 on C2C, $44.81 on W2
Desired Start Date: 6/3/2024
Duration: 12 Months, Hrs/Wk: 40
End Client: Fujitsu & their client
Work Location: Stamford, CT (Onsite)

Job Description:
Desktop Engineer EUC Scope:
-Supplier will deliver professional consulting services covering End User Computing Services (EUC) on a Time and Materials basis. The service will be provided by on-site End User Computing specialists. Services include but may not be limited to,
1. Supplier shall perform support requirements and will provide dedicated on-site Supplier Personnel who speak English at Customer Sites to provide EUC Services to the Authorized Users.
2. Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support, advice and assistance to Authorized Users.
3. Identify the scope and impact of an assigned Incident or a Problem and provide operational and technical assistance to remedy the Incident or Problem.
4. Provide updates to Incident and Problem tickets in the call management system to reflect actions taken to resolve any Incidents or Problems.
5. Provide Remote Access Services support to all Authorized Users who so require it from any location.
6. Coordinate EUC service-related activities with the Service Desk and provide Level 2 and Level 3 Support to the Service Desk and/or Authorized Users as necessary.
7. Adhere to Customers enterprise and workplace-specific security and data privacy policies.
8. Trader/VIP Support Walk Up Service Center Solution. Supplier shall provide on floor support that will handle Trader/VIP Incidents or Problems by providing Authorized Users with required support for how-to questions and other IT-related questions.
9. Supplier shall provide general Software support covering deployment of all EUC Software in the Desktop Environment.
10. As requested by NWMSI, provide periodic reporting on the distribution and installation of all EUC software.
11. Support IMACs requirements by providing or overseeing, as appropriate, all installations, de-installations, cascades, moves, adds, and changes for all EUC equipment, software and related Services at designated Customer Sites. Service Desk Agent Purpose to provide a single point of contact for users, dealing with the management of both routine and non- routine incidents, problems, and requests. provision of 1st line support for incidents.

Key Accountabilities:
- Service level is familiar with the key components of the service(s) being supported.
- Provides a single point of contact for all users of the service.
- Ensures that a continuously high level of customer satisfaction is achieved.
- Receives calls at the service desk and undertakes dialogue with the user, ensuring Standard service desk scripts are followed.
- Ensures that contingency plans are understood and followed in the event that the service desk tool is unavailable.
- Provides users with status reports on existing incidents, ensuring the incident record is updated accordingly.
- Identifies new requests that are not incidents and manage them appropriately: if the request is a change request (rfc), initiate the change management process.