Role: End User Computing (Desktop Analyst) L1-Onsite services
Experience/Skills: ? 2-4 years of experience in Onsite support
? Strong working knowledge of Windows *****
? Manage Desktop Devices (hardware, software and connectivity) incidents
through to resolution.
? Manage IMAC and desk side support services.
? Manage hard and soft break fix services for laptops and desktops.
? Provide standard and approved hardware and software (operating systems
and standard office applications) support and maintenance on Desktop (Field
Users) Devices for their entire lifecycle (including the remote management of
Desktop Devices using appropriate tools).
? Support, Manage, Optimize and Maintain the configuration and installation of
the Desktop, to include, but not limited to, patch updates, hardware
replacements, with spares provided by vendor.
? Experience with Service management tool – ex – Service now
? Should have good expertise on EUC tools, remote support tools, MS office
and outlook.
? Preferable to have a good understanding of Lync, VPN, and mobile device
support.
? Analyze Service Desk calls for Desktop Devices and incident data to identify
and advice Customer of any potential user training requirement and
automation.
? Ensure that each Desktop Device is installed with the appropriate Desktop
image.
? Manage Desktop Devices (hardware and software) incidents through to
resolution.
? Monitor security profiles and anti-virus software on all Desktop Devices and
take appropriate action in the event of non-compliance with security
requirements
? Provide VIP support for Desk side issues per contract and be point of contact
at the site for all IT related issues if no other IT support team unavailable like
for MI calls.
? Should be aware of ITIL process of Incident, Change, Problem, Service
Request and related activities like spare and buffer stock management
? Good to have – knowledge in AD and smart hands and feet support.
? Good to have – knowledge and experience of supporting MAC devices and
tablets