What are the responsibilities and job description for the Helpdesk-Desktop support position at Safran?
Job Description
- Attend the helpdesk system and calls to follow up requests.
- Maintains and improves delivery systems availability, functionality, and performance.
- Serves as a first contact of users having problems using computer software, hardware, operating systems, as well as access and authorization to resources.
- Provides support for system modifications and installations.
- Investigates and resolves hardware, software, and network problems.
- Applies appropriate security measures to the IT systems.
- Performs backups monitoring on daily basis.
- Perform and coordinate daily system monitoring, verifying the reliability and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
- Monitors and verifies Completion of OS patches and upgrades on a regular basis, as well of upgrades on administrative tools and utilities. Configure new services as necessary.
- Replace or rebuild existing infrastructure, configure hardware, peripherals, services, settings, directories etc. in accordance with standards and project / operational requirements.
- Participates in technical research and development to enable continuing innovation.
- Helps increase user satisfaction by improving service desk duties
- Evaluates user inquiries and problems to recommend changes, which would result in the reduction of problems.
- Control the Helpdesk ticket load to ensure the correct workload.
- Monitor Ticket queues to ensure the objectives in terms of SLA, backlog, communication and any other objective define are achieve.
- Organize recurrent meetings with customer focal to ensure the right support its given at all time
- Ensure the customer satisfaction levels are within the objective. Coordinates and launch end-user satisfaction surveys.
- Maintains a professional and helpful attitude with all users.
- Ensures timely escalation of problems and follow through of processes.
- Documents any new lessons learns from actions taken on problem resolutions, and / or improvements.
- Required “On Call” duty
- This is an in-office role.
Complementary Description
Information Technology Helpdesk-Desktop support will be focused on support the day-to-day activities in the different locations for SAFRAN USA doing it onsite while controlling the on-time delivery of the Helpdesk and managing the customer satisfaction, this position will also perform some basic activities on the backend infrastructure.
Job Requirements
