DSE

No of Positions: 1

Location: Dundee, Scotland

Rates: £180-£200/day

Type of employment: 6 months contract to hire

We need candidates who have shorter notice period or can start early

General Description

Job description for Desk-Side profile.

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 changes 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: Windows7, Windows Vista, Windows XP, Windows 2000,Windows 8,Windows 10

• · Servers: Windows 2000, Windows 2003, Windows 2008,

• · Knowledge of Active Directory, Exchange 2003/2007

• · ITSM ticketing tools such as Remedy, Client Service Center, client Service Center

• · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

• · MS Office Suite (XP, 2003, 2007): 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

• · PDA and blackberry support

• · Others: Adobe Acrobat and other common desktop applications like WinZip, 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

• Can drive Client’s value and its methodology

• Other Skills / Experience

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone

• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

• Ability to learn new information quickly and the willingness to do so at all times.

• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.

• Customer Focus

• Teamwork

• Technical Expertise

• Interpersonal Effectiveness

• Concern for Order and Quality

• Years of Experience

• Relevant: 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.

• Certification requirements

• Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification

• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

• Job type: Contract Reference: 22-00065