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 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 devices for their entire lifecycle, including remote management using appropriate tools
* Support, manage, optimize and maintain desktop configuration and installation, including patch updates and hardware replacements with vendor‑spares
* Experience with service management tools – e.g., ServiceNow
* Good expertise on EUC tools, remote support tools, MS Office and Outlook
* Preferable: good understanding of Lync, VPN, and mobile device support
* Analyze service desk calls for desktop devices and incident data to identify and advise customers of potential user training requirements & automation
* Ensure each desktop device is installed with the appropriate desktop image
* Monitor security profiles and anti‑virus software on all desktop devices and take appropriate action for non‑compliance
* Provide VIP support for desk side issues per contract and be point of contact at the site for all IT related issues if other IT support team unavailable
* Aware of ITIL processes (Incident, Change, Problem, Service Request) and related activities such as spare and buffer stock management
* Good to have: knowledge in AD and smart hands & feet support
* Good to have: knowledge and experience of supporting MAC devices and tablets
Seniority Level
* Associate
Employment Type
* Full‑time
Job Function
* Information Technology
Industries
* Technology, Information and Media
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