Role:
End User Computing (Desktop Analyst) L1-Onsite servicesExperience/Skills:
● 2-4 years of experience in Onsite support● Knowledge and experience on windows 7 OS● Manage Desktop Devices (hardware, software and connectivity) incidentsthrough 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 systemsand standard office applications) support and maintenance on Desktop (FieldUsers) Devices for their entire lifecycle (including the remote management ofDesktop Devices using appropriate tools).● Support, Manage, Optimize and Maintain the configuration and installation ofthe Desktop, to include, but not limited to, patch updates, hardwarereplacements, with spares provided by vendor.● Experience with Service management tool – ex – Service now● Should have good expertise on EUC tools, remote support tools, MS officeand outlook.● Preferable to have a good understanding of Lync, VPN, and mobile devicesupport.● Analyze Service Desk calls for Desktop Devices and incident data to identifyand advice Customer of any potential user training requirement andautomation.● Ensure that each Desktop Device is installed with the appropriate Desktopimage.● Manage Desktop Devices (hardware and software) incidents through toresolution.● Monitor security profiles and anti-virus software on all Desktop Devices andtake appropriate action in the event of non-compliance with securityrequirements● Provide VIP support for Desk side issues per contract and be point of contactat the site for all IT related issues if no other IT support team unavailable likefor MI calls.● Should be aware of ITIL process of Incident, Change, Problem, ServiceRequest 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 andtablets