Role: End User Computing (Desktop Analyst) L1-Onsite services
Experience/Skills:
1. 2-4 years of experience in Onsite support
2. Knowledge and experience with Windows 10/11 OS
3. Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution
4. Manage IMAC and desk side support services
5. Manage hardware and software break-fix services for laptops and desktops
6. Provide support and maintenance for Desktop (Field Users) Devices, including remote management using appropriate tools
7. Support, manage, optimize, and maintain desktop configuration and installation, including patch updates and hardware replacements with vendor-provided spares
8. Experience with service management tools, e.g., ServiceNow
9. Proficiency with EUC tools, remote support tools, MS Office, and Outlook
10. Understanding of Lync, VPN, and mobile device support (preferred)
11. Analyze Service Desk calls and incident data to identify user training needs and automation opportunities
12. Ensure proper desktop imaging and installation
13. Monitor security profiles and antivirus software, ensuring compliance
14. Provide VIP support for desk-side issues and serve as point of contact for IT issues when other support is unavailable
15. Awareness of ITIL processes: Incident, Change, Problem, Service Request, and related activities like spare and buffer stock management
16. Good to have: Knowledge of Active Directory and smart hands support
17. Good to have: Experience supporting MAC devices and tablets
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