Job Purpose: The Desktop Support technician is a representative at customer locations and will work closely with the team to provide the required services. The Desktop Support Technician is a physical presence service to provide second-line support at customer locations. The desktop support technician is responsible for performing tasks to agreed service levels as well as meeting customer satisfaction measures. In addition, the technician is also required to provide hands-on and eye support for Customer/OEM Subject matter experts in diagnosing and resolving incidents with regard to network and compute devices.
Main Duties and Responsibilities:
Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications.
Install, upgrade, support and troubleshoot end-user workspace hardware such as Desktop , Laptops , Printers, Mobile Devices, Video and conferencing equipment, and any other authorized peripheral equipment and devices
Perform general preventative maintenance tasks on devices and software
To follow and execute instructions provided by Subject Matter Experts
Provide onsite hand-and-eye support to Customer / OEM SME’s towards installation, upgrade, support and troubleshooting of devices in the network and Compute environment
To assist users with any logged IT-related incident when called upon
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
To accurately record, update and document requests using the IT service desk system
To maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
To be a highly motivated team player with the skills and ability to manage changing priorities
To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
Be willing to attend training as necessary to keep up-to-date with the latest technology and internal system processes
To attend training courses as identified and agreed for appropriate development
To contribute towards reporting as per customer requirement
Any other tasks as assigned and within the skill set of the person.
Technical Skills
Good general understanding of IT principles such as Networks, Hardware and Domains
Working knowledge of leading software packages such as MS Office, Lotus Notes, MS Outlook etc.
Good working knowledge of operating systems such as Windows and Mac-related software and applications
Good experience in end-user device hardware and software troubleshooting
Good experience of supporting devices such as Printers and Meeting Room equipment.
Knowledge of mobile devices, in particular Blackberry and iPhones
Experience with building, configuring, replacing and troubleshooting EUC hardware components
Awareness of Data Backup principles
Familiarity with virtual , MDM, and VPN environments
Basic knowledge and familiarity with devices in Network and compute environments
. Soft Skills & Appearance:
Exceptional customer-facing skills
Able to communicate clearly and effectively both with the Customer
Logical and analytical approach to work
Accurate record keeping
Able to work unsupervised
Good timekeeper
Intense focus on quality work
Productive and Efficient
Able to operate within customer standard operating procedures
Able to maintain professional demeanor under stress
To be at all times appropriately dressed for the Customer environment
Good standards of grooming and personal hygiene
Experience
2 – 4 Years’ experience working in a similar environment as described above
Education and Qualification
Education to the mandatory level in the relevant country
Training and Certifications
CompTIA A+ , MCP/MCSE are desirable certifications
OEM certification is desirable
Knowledge of ITIL and experience of working within an ITIL environment would be beneficial
Language Skills:
To Customer—Fluency in local language as per the geographical and cultural requirement
English speaking to good standard
Mandatory Skills
End User Workspace – Hardware and Software
Network and Compute Environment – Hardware & Software
