Service Desk Technician Location - NYC, NY(Remote) Permanent Job Description 1. To support Offshore Team 2. Manage ticket escalation in to specialist teams and collaborate with customer IT team to drive down resolution and fulfilment times. 3. Work to Customer SLAs and KPIs for effective delivery against business expectations 4. Provide proactive advice and some virtual training on core technologies for users, and author documentation where needed. 5. Acts as a flexible resource able to pick up new tasks and technologies as operations mature. 6. Should be good in communication and be able to build rapport with the business.