Role:
End User Computing (Desktop Analyst) L1-Onsite services
Experience/Skills:
2-4 years of experience in Onsite support
Knowledge and experience with Windows 10/11 OS
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 support and maintenance on Desktop (Field Users) Devices for their entire lifecycle, including remote management using appropriate tools
Support, manage, optimize, and maintain the configuration and installation of the Desktop, 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
Preferably, good understanding of Lync, VPN, and mobile device support
Analyze Service Desk calls and incident data to identify potential user training needs and automation opportunities
Ensure each Desktop Device is installed with the appropriate Desktop image
Monitor security profiles and anti-virus software on all Desktop Devices, taking appropriate action in case of non-compliance
Provide VIP support for Desk side issues as per contract and serve as the point of contact at the site for all IT-related issues when no other IT support team is available
Awareness of ITIL processes including Incident, Change, Problem, and Service Request management, as well as spare and buffer stock management
Good to have:
Knowledge in Active Directory (AD) and smart hands support
Good to have:
Experience supporting MAC devices and tablets
#J-18808-Ljbffr