Overview
Role: End User Computing (Desktop Analyst) L1-Onsite services
Responsibilities
* Provide Onsite support and 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 lifecycle, including remote management using appropriate tools.
* Support, manage, optimize and maintain the configuration and installation of the Desktop, including patch updates, hardware replacements with vendor-provided spares.
* Experience with service management tools (e.g., ServiceNow).
* 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 potential user training requirements and automation opportunities.
* Ensure each Desktop Device is installed with the appropriate Desktop image.
* Monitor security profiles and antivirus software on all Desktop Devices and take appropriate action for non-compliance with security requirements.
* Provide VIP support for Desk side issues per contract and be the point of contact at the site for IT-related issues when no other IT support team is available (e.g., MI calls).
* Be aware of ITIL processes for 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.
Qualifications / Experience
* 2-4 years of experience in Onsite support.
* Knowledge and experience on Windows 7 OS.
#J-18808-Ljbffr