Job Description
Job Title: Desktop Support
Location: Staffordshire, England, United Kingdom
Workplace Type: On-site
Employment Type: Contract
Job Description:::
* Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / VPN)
* Administer and provide User Access and Exit controls.
* Good hands on experience on Windows, MAC OSX and Virtual Machines.
* In depth knowledge of Apple Mac client operating systems.
* Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus
* Open / Active Directory integration
* Basic knowledge of Windows based systems Experience Required
* Excellent interpersonal skills with the ability to influence both I.T. and the business
* Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.
PRINCIPAL ACCOUNTABILITIES
· Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems.
· Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities.
3. KNOWLEDGE, SKILLS & EXPERIENCE
* 3-4 yrs of University education post High school (B.Sc. or Diploma)
* 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.
* 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
* Technical helpdesk or technical call center experience is necessary.
* Disciplined, systematic problem solving skills required.
* Hands-on work experience with the following:
* Windows Operating systems, MAC, Unix/Linux
* Clients: Windows XP, Windows 2000, Windows 98
* Remote desktop connectivity applications: RDP, pcAnywhere
* MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
* Internet browsers (e.g. Explorer, Netscape, Firefox)
* VPN and remote dial-in users
* Support for laptop, desktops, and printers
* Others: Adobe Acrobat and other common desktop applications
* Experience in SME support in specialized desks like VPN, MS Office etc.
* Management and System Administration of MAC workstations
* Problem Management & Escalations
* Analysis on performance
* Change Management activities
* Should have excellent troubleshooting abilities – to reduce the overall incident resolution time
* Root cause analysis and preparing Major Incident Reports
* Installations, moves, adds, and changes (IMACs)
* Able to work well with little direction and in a team atmosphere
* Ability to manage multiple projects each with critical deadlines simultaneously
DIMENSIONS
* Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
* Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
* Ability to learn new information quickly and the willingness to do so at all times.
* Ability to work flexible hours from time to time to cover for other help desk staff
5. COMPETENCIES
* Customer Focus
* Teamwork
* Technical Expertise
* Interpersonal Effectiveness
* Concern for Order and Quality
6. KEY BUSINESS CHALLENGES
* Meet or exceed current client and team SLA
* Keep up-to-date on new technologies and end customer technologies
* Keep customer satisfaction high
* Reduce user downtime
* Analyze chronic problem
Note: Interested Candidates can send CV harika.bellamkonda@tgcworld.com