DSS

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 Division: eTeam Workforce Limited Reference: 22-02116