Desktop/Field Services Tech

Description

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

Responsibilities

• Provide high level of customer service

• Provide phone and deskside support to end users across the site

• Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary

• Take ownership of issue\request through resolution or escalation

• Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action

• Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

• Additional Responsibilities:

• Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool

• Ensure that work is carried out within agreed Service Levels. (SLA's)

• Client on-boarding, transfers, and off-boarding efforts

• Maintain high level of accuracy of AMDB

• Availability during weekend and after hours as per rotational roster

• Finish Projects (asset refresh etc) in a timely manner

• Work on IMACDs and off hours move requests

• Work with the team lead to make the team lead successful and be a great team player

• Help users facing issues with Mobile Devices

• Show urgency in helping C – suite users and provide exceptional service

Qualifications

• A+ certification required

• 2+ years of experience in Microsoft Windows and network troubleshooting, web-based application support, and familiarity with the entire Microsoft end user suite of products

• Strong interpersonal skills and thoughtful and effective communicator

• Excellent analytical and problem-solving skills

• Excellent time management and organization skills

• Strong written and oral communication skills

• Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary

• Working knowledge/experience with PC Imaging Tools.

• Working knowledge/experience with diagnosis and remote control tools.

• Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.

• Job type: Direct Placement Experience level: 7 Years Division: eTeam Workforce Limited- HK Reference: 23-03042