Desktop Support Analyst

Duration: 12 Months

Job Description:

• The Desktop Support Analyst devises and executes the solutions for workstation hardware and software issues or for segments of more complex software problems.
• The position assists with the installation and support of new and upgraded workstation hardware and software and ensures the integrity and optimal operation of the hardware and software as assigned.
• This position assists with recommending, implementing and documenting new hardware and software solutions that improve the associate workstation experience.
• This also includes suggesting changes to existing policies and procedures or assisting with the creation of new policies or procedures to improve the overall customer experience. Candidates for a desktop support analyst position should have extensive experience with desktop hardware, software applications, operating systems and network connectivity.
• They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources.
• A bachelor’s degree in a computer-related field and three to five years of experience installing and supporting PC and laptop hardware and software are standard requirements, although some employers are willing to substitute work experience for formal education.
• Additional requirements may include professional certifications from entities such as HDI (Desktop Support Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified Professional or Microsoft Certified Systems Administrator). Typical duties include: Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.
• Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule. Analyzing and making recommendations for hardware and software standardization Creating user accounts and managing access control based on company policies.

Responsibilities:

• Support the IT and Telecommunications Infrastructure for the specified Area/sites ensuring the utilization of Hardware, Software and Communication Systems are consistent with the Global IT strategy.
• Onsite support, working closely with centrally provided IT services including design, operations and service desk to meet the agreed service levels.
• Build the relationship between IT and the Business to become the recognized and valued partner for the delivery of IT Service.

Specific Responsibilities

Planning & Administration

• Provide information and assist IT Service Delivery Manager with IT budgeting and cost control
• Follow and enforce Client policies regarding IT management, security, standards and procedures
• Propose/Lead process improvement initiatives and collaborate with project teams to implement initiatives
• Assists users with business proposal generation, regarding our standards and policies

IT INFRASTRUCTURE & SUPPORT:

• Ensure optimum support for end-users at all times within agreed service levels
• Act as the Owner/Escalation point for issue resolution between the Business and the IT Community
• Ensure that relevant IT documentation is maintained and up to date
• Support and maintain the IT Infrastructure security standards to be compliant with the Client security policy
• Support and maintain the IT Infrastructure systems and data access – to be managed in collaboration with Service Desk
• Support and maintain the IT Infrastructure backup and recovery including Disaster Recovery Planning
• Support and maintain the IT Infrastructure asset management – including Hardware lifecycle management and SW licensing
• Support and maintain the IT Infrastructure audit compliance
• Work closely with your Service Delivery Manager and Central IT Infrastructure Organization to ensure that the Agreed strategy is implemented and followed
• Support the appropriate level of service for a centrally provided and maintained IT Infrastructure for: server, clients, printers and other standardized peripherals, data communication (LAN, WAN, WLAN, VPN access and required components), voice communication (local and remote)
• Act as a local point for all IT issues (Infrastructure and Application) at your site and within the Area and ensure engagement with the appropriate IT Group (Infrastructure, European Applications or Divisional Applications)
• Uses the helpdesk as the central point for all IT issues and service requests

Communication:

• Establish good working relationship with users and other sources of support and assistance
• Build the relationship between IT and the Business to become the trusted partner for delivering value and high levels of Service

REQUIREMENTS:

EDUCATION:

• College/University degree in a related field or experience may be considered in lieu of formal education

EXPERIENCE:

• Minimum of 5 to 10 years’ experience within a general IT environment
• Previous experience in supporting clients, servers, communication equipment (preferably CISCO)

SKILLS/KNOWHOW:

• Uses basic understanding of the IT Field:
• VMware ESXi / VCenter knowledge
• Windows Server 2008/2012/2016
• Cisco networking knowledge
• CITRIX; MS Remote Access
• Independently completes diverse tasks of the job and applies and enhances knowledge and skill in:
• Language: English
• IP networking administration and services including DNS, DHCP
• Security & Compliance tools (e.g. Ivanti/LanDesk, WSUS, Symantec, FireEye)
• Active Directory, GPO & policy design and support

Performs without assistance and is recognized as a specialist for:

• Local Language
• Microsoft Windows Operating Systems 7 - 10
• Korn Ferry Competencies:

Competency Name & Competency Definition

Collaborates

• Building partnerships and working collaboratively with others to meet shared objectives

Action Oriented

• Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Instills trust

• Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Tech Savvy

• Anticipating and adopting innovations in business-building digital and technology applications.

Customer Focus

• Building strong customer relationships and delivering customer-centric solutions.

Optimizes Work Processes

• Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Resourcefulness

• Securing and deploying resources effectively and efficiently.

Other Requirements:

• Availability to travel in the designated area/country

Flexible towards working hours for maintenance activities

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Recruiter Details:

Name: Revathi Koppu

Email ID: Revathi.koppu@ustechsolutionsinc.com

Internal ID:25-33311