ASSOCIATE – DESKTOP SUPPORT/ HELPDESK at Cincinnati… · Chennai

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit http://www.cbts.com.

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.

**** Key Responsibilities:

· Provide day-to-day desktop support and help desk operations, ensuring adherence to defined SLAs and service quality metrics.

· Drive standardization in desktop images, configurations, and security compliance.

· Respond to tickets, calls, and emails promptly; ensure timely resolution and escalation when needed.

· Install, configure, and troubleshoot operating systems, applications, and peripheral devices.

· Monitor system performance and proactively identify potential issues.

· Learn and adhere to policies and pr

**** Key Performance Indicators (KPIs):

· SLA adherence for incident and request resolution.

· First-call resolution rate.

· Average response and resolution times.

· End-user satisfaction and feedback scores.

· Reduction in repeat incidents.

· Compliance with endpoint security and patch standards.

· Ticket backlog and queue management efficiency