Desktop Support Specialist

3 days ago

Muscat, Muscat, Oman Sharp Brains Full time

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

Experience/Skills:

  1. 2-4 years of experience in Onsite support
  2. Knowledge and experience with Windows 7 OS
  3. Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution
  4. Manage IMAC and desk side support services
  5. Manage hardware and software break-fix services for laptops and desktops
  6. Provide support and maintenance for standard hardware and software (operating systems and office applications) on Desktop (Field Users) Devices throughout their lifecycle, including remote management using appropriate tools
  7. Support, manage, optimize, and maintain desktop configuration and installation, including patch updates and hardware replacements with vendor-provided spares
  8. Experience with service management tools, e.g., ServiceNow
  9. Proficient in EUC tools, remote support tools, MS Office, and Outlook
  10. Preferably knowledgeable about Lync, VPN, and mobile device support
  11. Analyze Service Desk calls and incident data to identify user training needs and automation opportunities
  12. Ensure each Desktop Device has the appropriate desktop image installed
  13. Manage desktop device incidents from initiation to resolution
  14. Monitor security profiles and antivirus software on all Desktop Devices, ensuring compliance with security requirements
  15. Provide VIP support for desk-side issues and serve as the point of contact at the site for all IT-related issues when no other support team is available
  16. Familiar with ITIL processes, including Incident, Change, Problem, and Service Request management, as well as spare and buffer stock management
  17. Good to have: Knowledge of Active Directory (AD) and smart hands support
  18. Good to have: Experience supporting MAC devices and tablets
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