What are the responsibilities and job description for the Infrastructure Service Management (ISM) Tech position at ClifyX?
Job Title : Infrastructure Service Management (ISM) Tech/Desktop Support
Location : New York,NY (Onsite)
Overview
“Infrastructure Service Management” provides support and management of all desktop assets including Morgan Stanley End User technology, voice equipment, mobile phones, and desktop peripherals in accordance with Morgan Stanley policies as specified in the PPM. ISM is the primary point of contact for Morgan Stanley corporate services (e.g., building and move management, and facilities management) move projects as well as the escalation point for any IMAC related activities in region. Technology Data Bearing Assets (DBAs) are defined as technology assets that store data persistently, as an intended purpose, or have residual data stored as a result of the intended purpose. ISM relies on a regional team whose role description includes receiving, building, configuring, installing, moving, repairing, and decommissioning desktop assets. The ISM team is also responsible for inventory management. The ISM team provides procedural support to ensure projects are executed in accordance with established operating instructions.
Key Responsibilities
• Hardware inventory management ensuring stock levels are constantly monitored.
• Hardware request and receipt through our internal ordering system.
• Actively monitoring the ticket queue and managing requests through to completion.
• Housekeeping on IT rooms.
• Supporting events like annual power down – post desk checkouts (PC/monitors/mouse keyboard/desk phone/headset/webcam).
• Supports hardware decommissioning events.
• Supports business moves / changes – ensure involvement in early stages of planning.
• Managing escalations through to conclusion.
• Manage client expectations.
• Setup and installation of temporary training rooms / office wide events – expos.
• Comms room patching.
• Supports work from home hardware requests.
• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.
• Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer.
• Actively participate in a program of continuous service improvement taking ownership of actions that deliver results.
• Perform basic troubleshooting, system upgrades and replacements for employees.
• Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.
• Evaluate user requests and requirements and recommend effective technological solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
• Will be required to work outside Business Hours and participate in additional weekend work.
• Image/re-image computers, configure IP, phones and mobile phones.
