Desktop Support Specialist

Responsibilities

• Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.

• Effective management of your personal ticket queue.

• Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking.

Ensuring that all efforts are captured on to the ticketing system.

• Basic Mobility Support

• Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).

• Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.

• Knowledge Base Usage, Reference and Collective Improvement.

• Timely support of End User Issues or Requests.

• Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).

• Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).

• Understanding of various metrics reflecting the group’s performance.

• Management of Project assignments and relevant activities as necessary in order to remain on schedule for critical objectives.

• Narrowing down issue and redirecting issues to SME as and when necessary.

• Report customer feedback and potential improvements.

• Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.

• Effective management of your personal ticket queue.

• Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.

• Basic Mobility Support

• Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).

• Basic Asset Management processes adherence to support ongoing accuracy

of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.

• Knowledge Base Usage, Reference and Collective Improvement.

• Timely support of End User Issues or Requests.

• Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).

• Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).

• Understanding of various metrics reflecting the group’s performance.

• Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.

• Narrowing down issue and redirecting issues to SME as and when necessary.

• Report customer feedback and potential improvements.

Requirements

- At least 2 years’ experience in the IT industry and Customer Service Role

- At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).

- Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.

- Maintains a high degree of professionalism in actions, demeanor and dress.

- Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.

- Possess a strong technology background with the ability to execute a task or project to completion.

- Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.

- Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.

- Excellent teamwork skills and the ability to work unsupervised.

- Handles confidential and sensitive matters with tact and diplomacy.

- Understanding of ITIL principles

The following skills are beneficial;

- Experience supporting Board level Executives directly.

- Audio Visual event support experience.

- Event support (Internal All Staff’s, offsite meetings)

- Creation of support documentation, Guides and manuals.

- ServiceNow

- JamF

- Microsoft Autopilot

- AWS

- MDM (Intune, Cloud hosted or SaaS)

- On Prem Active Directory / Azure Active Directory

- Network troubleshooting