Desktop EUC L1

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