Desktop Support Analyst

Role: Desktop Support

Prima di candidarsi per questo ruolo, la preghiamo di leggere le seguenti informazioni su questa opportunità, riportate di seguito.

The End User computing personnel will be responsible for managing day to day user support operations of IT Workplace Service at customer HQ premises & providing VIP support. Should be customer friendly and self-driven.

The Desktop Technician's role is to provide a single point of local contact for end users to receive support. This includes possibly installing, diagnosing, repairing, maintaining, upgrading, and coordinating (with remote / external support teams) PC hardware, mobile devices, video conferencing and other IT equipment to ensure optimal workstation performance.

Desktop Support

• Install, upgrade, support and troubleshoot Windows 10, O365, Microsoft Office and any other authorized standard desktop/Laptop applications

• Coordinate Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment

• Manage & provide technical support for Mobile devices/tablets (iOS and Android) etc. Including migration to new mobile devices.

• Performs, where applicable, general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment

• Performs or coordinate remedial repairs on computers, laptops, printers and any other authorized peripheral equipment

• Is able to coordinate troubleshooting and management of standard Teams conferencing equipment

• Coordinate and ensure Asset & Inventory Management, CMDB - IT related room cleanup and inventory responsibility, recycling packaging material, e-waste handling etc.

• Coordinate returns of defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels

• Safely package equipment for branches and arrange for the transport of the equipment

• Assist with coordinating monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks or Mobile devices/tablets that has authorized access to the network

• When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to appropriate Vendor/proper tier 3 support team member

• Manage, support & coordinate Print Services.

• Work and handle issues in coordination with various teams – including the Service Desk and other Level 2 support teams. • Support users visiting HQ, e.g from other offices or constructions sites

• • Understanding and knowledge of using certain tools, example, SCCM, Intune and ServiceNow

System/Application/Network Support:

• Ensure and assist with desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems

• Coordinate with network support teams to provide hands and feet support and also help Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime

• Coordinate Troubleshooting network connectivity in a LAN/WAN environment

• Requesting and coordinating vendor support

Operational

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator

• Provide user data and application recovery

• Use approved & appropriate tools and methodologies to load, copy and customize operating system configurations for deployment

• Provides xdwybme backup support and assistance to the Network Administrator as needed

• Assist, where applicable, end users on basic software, hardware and peripheral device operation

• Works with vendor support contacts to resolve technical issues within the desktop environment

• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

• Works with other IT team members for new builds and upgrades

• Dealing with queries by following departmental procedures for fault resolution

• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines

• Maintains I.T. records and tracking for area of responsibility

• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

• Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas

• Maintain adequate knowledge of operating systems and application software used to provide a high level of support

• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures