Desk Side Support Specialist

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: Windows XP, Windows 10
• · Servers: Windows 2008/2012/2016
• · Knowledge of Active Directory
• · ITSM ticketing tools such as Service now , Remedy, HP Service Center, Peregrine Service Center
• · Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• · MS Office Suite 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 all models
• · PDA and blackberry support
• · Others: Adobe Acrobat and other common desktop applications like WinZip, etc