Information Technology Technician

Overview

Role : End User Computing (Desktop Analyst) L1-Onsite services

Responsibilities

• Provide Onsite support and 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 lifecycle, including remote management using appropriate tools.
• Support, manage, optimize and maintain the configuration and installation of the Desktop, including patch updates, hardware replacements with vendor-provided spares.
• Experience with service management tools (e.g., ServiceNow).
• Have good expertise on EUC tools, remote support tools, MS Office and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• 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 appropriate action for 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-related issues when no other IT support team is available (e.g., MI calls).
• Be aware of ITIL processes for Incident, Change, Problem, Service Request 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 and tablets.

Qualifications / Experience

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