End User Desktop Support

End User Desktop Support

Location:

Austin TX

Experience in End User Desktop Services (3-4 Years)

High level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi-tasking required.

Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests

Escalate issues as appropriate and act as a technical escalation for the end user

Maintain a high level of customer satisfaction

Comply with the desktop group practices and procedures

Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.

Identify technical and process issues and recommend improvements

Achieve target ticket volumes and ticket resolution levels

Responsible for compliance with applicable corporate policies and procedures

Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on

Follows the processes, practices established for the group

Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions

Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.