Deskside Services

Job Title

Responsibilities:

Good in Data Analysis & Reporting using MS Office and ITSM tools

Coordinate desktop changes to avoid deployment collisions.

Prepare requests for rollout

Prioritize change requests

Create rollout plans for change requests

Coordinate implementation process

Keep track of request and make sure they are implemented as planned

Participate in incident handling concerning desktop changes.

Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

Microsoft environment knowledge (desktop & server).

Have good technical understanding of the products building up a desktop service.

Experience from the desktop environment.

Understanding and experience of change management process.

Technical Requirements:

Phone support experience necessary.

Technical Service desk or technical call center experience is necessary.

Disciplined, systematic problem solving skills required.

Windows Operating systems

Clients:
Windows XP, Windows 10

Servers:
Windows 2008/2012/2016

Knowledge of Active Directory

ITSM ticketing tools such as Service now, Remedy, HP Service Center, Peregrine Service Center

Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools

MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox)

VPN and remote dial-in users

Support for laptop, desktops, and printers all models

PDA and blackberry support

Others:
Adobe Acrobat and other common desktop applications like Win Zip, etc

Soft Skills:

Excellent communication and conversation skills (Verbal and Written)

Good documentation skills

Good working knowledge of MS OFFICE (Including MS Project and Visio)

Should have a great customer handling skills

Able to handle unforeseen situations

High level of acceptance