Senior Desktop Technician

Job Description:

· The IT Senior Technician shall provide oversight to ensure that information systems and infrastructure are in accordance with defined requirements, ensure established processes are followed and that requirements management practices are in place and conform to system standards.

· The IT Team Lead shall work on-site and may be required to travel to locations to support meetings or other activities in support of assigned work.

· Taking direction from the Operations manager, the incumbent provides a full range of services essential for the operation of client computers and peripherals that are maintained by Local Services.

· This is a senior-level technical position, requiring a wide variety of experience in supporting technology in a complex environment.

· The incumbent will have demonstrated advanced, in-depth experience with implementing; configuring and supporting Windows based computers.

· In-depth proficiency and knowledge and hands-on experience supporting servers and network technology is also required to be successful in this position.

· The incumbent will provides work guidance or orientation for non-routine procedures, complex issues, and implementation.

· Duties include level 2 and 3 support of IT applications, products and services; configuring, installing, and securing computer hardware, software, servers and peripherals. Updates the technical inventory database and tracking system to reflect current request status and builds an array of technical documentations.

· Maintains the Physical Stock inventory of all IT assets onsite and send updated to concerned team on weekly/Monthly basis, raise alert when the stock are reaching minimal threshold.

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