Overview
Role:
End User Computing (Desktop Analyst) L1-Onsite services
Responsibilities
* Provide on-site desktop support and manage desktop devices (hardware, software and connectivity) incidents through to resolution.
* Manage IMAC and desk-side support services.
* Manage hardware and software break-fix for laptops and desktops.
* Provide standard hardware and software support and maintenance on Desktop (End-User) devices for their lifecycle, including remote management of desktop devices using appropriate tools.
* Support, manage, optimize and maintain the configuration and installation of the desktop environment, including patch updates and hardware replacements with vendor-provided spares.
* Experience with service management tools (e.G., ServiceNow).
* Proficiency with EUC tools, remote support tools, MS Office and Outlook.
* Good understanding of Lync, VPN, and mobile device support is preferred.
* 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 action for non-compliance with security requirements.
* Provide VIP support for desk-side issues per contract and serve as the site point of contact for IT-related issues when other IT support teams are unavailable.
* Be aware of ITIL processes related to Incident, Change, Problem, and Service Request management, including spare and buffer stock management.
* Knowledge in AD and smart hands and feet support is plus;
knowledge and experience of supporting MAC devices and tablets is also desirable.
Qualifications
* 2-4 years of experience in on-site IT support.
* Knowledge and experience with Windows 7 OS.
* Experience with ServiceNow or similar service management tools.
* Good expertise with EUC tools, remote support tools, MS Office and Outlook.
* Understanding of Lync, VPN, and mobile device support is preferred.
* Experience with Active Directory (AD) and MAC device/tablet support is a plus.
Employment details
* Employment type:
Full-time
* Seniority level:
Associate
* Job function:
Information Technology
* Industries:
Technology, Information and Media and IT Services and IT Consulting
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