Information Technology Support Specialist

Overview

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Role : End User Computing (Desktop Analyst) – L1 Onsite support

Responsibilities

• 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 entire lifecycle, including remote management of Desktop Devices using appropriate tools.
• Support, manage, optimize and maintain the configuration and installation of the Desktop, including patch updates and hardware replacements with spares provided by vendor.
• Experience with Service management tool (e.g., ServiceNow).
• Have good expertise on EUC tools, remote support tools, MS Office and Outlook.
• Preferable understanding of Lync, VPN, and mobile device support.
• Analyze Service Desk calls for Desktop Devices and incident data to identify and advise Customer of any potential user training requirement and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Monitor security profiles and antivirus software on all Desktop Devices and take appropriate action in case of 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 issues when no other IT support team is available (e.g., MI calls).
• Awareness of ITIL processes for Incident, Change, Problem, Service Request and related activities such as spare and buffer stock management.
• Nice to have knowledge in AD and smart hands and feet support.
• Nice to have knowledge and experience of supporting MAC devices and tablets.

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