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

2-4 years of experience in Onsite support.

Knowledge and experience on Windows 7 OS.

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