Help Desk - NYC #11085

Japanese IT company seeks a Help Desk.
【End Users】
・Total Users: 500
• Eastern Time Users: 350
• Western Time Users: 150
• Branches/Group Companies: x20 (Mid/Small)
【Volume】
• 150 tickets/week total
【Hours】
9:00 AM - 5:00 PM / M-F
【Scope】
• Tier 1-2: User Support/Trouble Shooting
• PC Setup Check
• O365, Box, DocuSign, AT&T iPhone/iPad/Laptop purchasing/changing plans
• Ticketing System Update
• Utilization Report as a Team
• Knowledge Base Update
• Communication with IT Team / End Users • Out of scope: Escalation to Specialized Teams (i.e. SAP) , PC Inventory (incl receiving/sending)
【Conditions】
• Laptops will be provided with all tools by the Client IT teams
• Japanese / English bilingual is preferred
• New York onsite
• Trial operation for first 1-3 months, then renewal to year contract
【Detail】
・9:00 AM - 8:00 PM Eastern Time (include 1hour break)
・Onsite (The Client New York Office) x 1 Helpdesk Engineer 9:00 AM – 5:00 PM Eastern Time
・Offsite (remote from LA area) x 1 Helpdesk Engineer 5:00 PM – 8:00 PM Eastern Time (5:00 PM Western Time)
・Trouble Report Acceptance (via teams, email, and Trouble ticketing system)
・Trouble Isolation/Troubleshooting/Report
・Attend Weekly Helpdesk Meeting
・2 Main Customer Support Engineer (Backup Engineer will be assigned at emergency absent)
・1 Supervisor Support Engineer (Backup Engineer will be assigned at emergency absent)
・Language - English/Japanese (Business Level)
・Customer to provide 3 Support PCs
【Scope of Service】
・IT Technical / Help Desk Support : Level 1+2 Support
・Trouble diagnostics, trouble isolation/shooting and coordination with 3rd parties such as hardware /software vendors (following customer's guidance)
※Note
・Remote Engineer may be rotated
・Onsite is available from Feb 2024. Until then the company will proceed support remotely. (Knowledge transfer when needed)
・Overtime and Non-Business Hour will be charged separately
【Service】
Option A:
9 AM – 8PM EST
(9 AM – 5 PM EST Onsite)
(5 PM – 8 PM EST Remote)
2 Engineers (1.5 resource)
1 Supervisor
+ Customer support Team escalation
Contract Term: TBA
1 year term / Monthly invoice
Option B:
9 AM – 5 PM EST Remote/Onsite
or
12 PM – 8 PM EST Remote
1 Engineer
1 Supervisor
+ Customer support Team escalation