Desktop Support Technician

Provide customer facing end-user support that includes:

? Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

? Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.

? Perform onsite updates, Configuration changes, or Software installations.

? Provide onsite technical assistance to End Users.

? Identifies potential issues that could adversely impact End User experience and follows

through on action steps to prevent.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service

level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as

needed.

• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians

for warranty repair/replacement)

• Perform end-user support related security and controls and compliance related tasks such as

access reviews, risk assessments, controls verifications, facility inspections, maintenance of

verification logs

• Coordinate with Level 3 support groups and project teams for service delivery enhancements,

maintenance and upgrades.

• Provide IT support for on-site or off-site events and meetings including site setup, coordination

with venue IT/AV contacts and stand-by support

• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

• Provide On-call support if required outside business hours on a rotational basis (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases