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
  • To provide support for on call escalations and doing root cause analysis of given issue
  • To independently resolve tickets within agreed SLA of ticket volume and time
  • To adhere to quality standards, regulatory requirements and company policies
  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
  • 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