Responsibilities/ Tasks

• Deskside Support Service - L2
• Good understanding of VIP user White glove support
• Good troubleshooting knowledge of Desktop, laptop and conference room devices.
• Desktop technician who is very strong in deploy Windows 10 across organizations' local desktops and laptops
• Duties include all image processing, installing applications, and moving data from machine to machine
• Update SharePoint site with required data and open cases in SNOW ticketing system
• communicate with local internal employees, must be able to work closely with IT staff and IT coordinator
• Must have strong communication, written and verbal skills
• Computer and network hardware support
• Technical support for software and related hardware solutions
• Documentation for installations and support
• Perform routine administrative and maintenance tasks on hardware
• Ability to build relationship with all levels of staff - from junior colleagues to very senior levels of management.
• Self-starter take initiative to make improvements
  1. To provide support for on call escalations and doing root cause analysis of given issue
  2. To independently resolve tickets within agreed SLA of ticket volume and time
  3. To adhere to quality standards, regulatory requirements and company policies
  4. Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
  5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Education/certification

• Bachelor/ technical studies

Key Skills Required

• DWP-FSS-Desk Side Services