
Desktop Support Specialist
4 weeks ago
Role: End User Computing (Desktop Analyst) L1-Onsite services
Experience/Skills:
- 2-4 years of experience in Onsite support
- Knowledge and experience with Windows 7 OS
- Manage Desktop Devices (hardware, software, and connectivity) incidents through to resolution
- Manage IMAC and desk side support services
- Manage hardware and software break-fix services for laptops and desktops
- 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
- Support, manage, optimize, and maintain desktop configuration and installation, including patch updates and hardware replacements with vendor-provided spares
- Experience with service management tools, e.g., ServiceNow
- Proficient in EUC tools, remote support tools, MS Office, and Outlook
- Preferably knowledgeable about Lync, VPN, and mobile device support
- Analyze Service Desk calls and incident data to identify user training needs and automation opportunities
- Ensure each Desktop Device has the appropriate desktop image installed
- Manage desktop device incidents from initiation to resolution
- Monitor security profiles and antivirus software on all Desktop Devices, ensuring compliance with security requirements
- 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
- Familiar with ITIL processes, including Incident, Change, Problem, and Service Request management, as well as spare and buffer stock management
- Good to have: Knowledge of Active Directory (AD) and smart hands support
- Good to have: Experience supporting MAC devices and tablets
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