Job description:

Division/Department
EUC SBU
Location
List
PRF #
Job Title
Desk Side Support L2
Reports to
No of position
:
Stream
: SERVICE DESK
Type of position:
Title
Level of SD Admin
General Description
Responsibilities :-
Image and configure laptops and desktops for distribution to onsite, remote users and special projects.
Provide hardware, software, network problem diagnosis / resolution via telephone, email, chat or remote support for customer s end users
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the ticketing system to document and manage problems and work requests and their respective resolutions and circumvention's.
. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
support teams and follow up until closure.
. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,
and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
. Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
presentation graphics, database management systems, electronic mail, and communications)
. Troubleshoot client software and basic network connectivity problems
. Identify, evaluate and prioritize customer problems and complaints
. May train users and operators on a limited basis and/or may write training procedures
. Participate in on-going training and departmental development
. Routine maintenance updates with other IT staff and business units
. Provide all required documentation including standards, configurations and diagrams
. Provide knowledge transfer of End User Computing operations
Technical Requirements
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following Windows Operating systems
Clients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center or service NOW.
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (2003, 2007, 2010, 2013 and 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, MS Visio and Lync 2010/ Internet browsers (e.g. Explorer, Chrome, Firefox) Ability to troubleshoot and solve JAVA and Flash player issues.
VPN and remote dial-in users
Support for laptop, desktops, and printers
iPhone and Android mobile device support
Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
Other Skills / Experience
through remote connection.
Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
Ability to learn new information quickly and the willingness to do so at all times.
Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality
Ye