Desktop Technician

JD for Desktop Technician: Utilize Customer s established IT Service Management tools for delivery of services in accordance with Customer s defined practices Provide customer facing end-user support for the Customer s technology environment as described above including:o Break-fix support (all Incidents)o Service Requests (all Work Orders)o IMAC support including large scale/bulk office moves/re-stack activities (all moves)o Software password and security, software installation, application configuration and troubleshooting, and general inquirieso VIP and home based office (HBO) user support Perform local tasks assigned by Customer s other IT support groups Provide support at the customer s office location (desk-side), from IT Solution Centers (where applicable) or remotely using Customer s relevant support tools. Provide support in a flexible and accommodating manner, working around customer availability. Provide 24x7 on-call availability for incident resolution of critical and high priority incidents (all sites). On-call is defined as support outside of normal business hours. Work support requests through to resolution/completion Steward/follow-up end-user requests when escalating to/engaging other support groups to ensure successful completion Respond to end-user requests for updates on ticket status and promptly follow up as needed. Coordinate with Customer s vendors for provision of end-user support (e.g. Dell technicians for warranty repair/replacement) Provide L2 support for Company owned devices that are managed using Customer s Mobile Device Management solution Provide L2 support for end-user s personal devices using Customer s Bring Your Own Device (BYOD) offering Coordinate with customer s regional/global support groups for end-to-end problem resolution and escalation Perform goods and services procurement relating to end-user support services via Customer s established purchase to pay processes Perform vendor invoice verification, processing and tracking relating to end-user support services Coordinate with Customers end-user support vendors for account enquiries, changes, payment advice, order/delivery status Perform managed print service invoicing/meter read/polling report verification Complete end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Coordinate with Customer s Level 2 and 3 support and project teams for service delivery enhancements, maintenance and upgrades. Perform equipment retirement/disposal activities when equipment has reached end of useful life according to Customer s established or agreed processes. Develop process improvements to improve customer experience, service reliability and efficiency of support Coordinate with customers other IT support groups for end-to-end management of IT requests and execution of regional/global changes, updates, service changes or initiatives. Use and update/improve customer s existing Knowledge Base to ensure speedy issue resolution and ongoing improvement. Management the local software library for non-centralized software media used at a given location Track, steward and report key metrics and address performance issues Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support. Prepare end-user hardware for deployment using Customer s current standard operating environment. Immediately notify Customer s designated contact of all Critical and High priority tickets immediately.

Key skills:  Desktop support, Break fix