Desktop Support Engineer

The purpose of this job is to provide all aspects of Desktop Support Analyst for the IT Production Services (ITS) Service Desk.Support Hours07:00 AM – 07:00 PM Desktop SupportProvide level II desktop support to business users on standard desktop hardware, software, and peripherals, telephony and mobility solutions (Workspace one – WSO) Interpret, analyze, research and resolve complex-to-moderately complex incidents Work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions (Be a solution provider, not just a ticket closer) Configure and deploy standard desktop hardware, software and peripherals, telephony and mobility solutions Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution Consistently apply customer service best practices to ensure customer satisfaction Accurately and thoroughly document all incidents in the service management system Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution Comply with all ITS and IT Infrastructure policies and processes Achieve outcomes with available resources and within set time frames with little or no direct supervision Own activities around reducing number of repeated incidents while working with respective teams Build and develop positive relationships Engage in project-related work appropriate for technical knowledge and competency Consistently promote, adhere to, and support the standards of ITS Compliance with established asset management recording procedures Engage ITS Desktop Support Lead as necessary to solve incidents and escalate customer grievances Oracle Requisitions / Vendor ManagementShould be capable of placing, tracking of orders in Oracle, Oracle knowledge is must Has to follow-up with vendors regarding orders Knowledge of vendor management is must as the candidate will be working closely with the procurement team Should be flexible to travel as we have a office in MP and might need to travel one day in a week to MP Identity ManagementPerform steps to onboard and offboard employees/consultants/interns Use Active Directory to maintain user network accounts Use Exchange Console to maintain user email accounts Engage with telephony vendor to assign and maintain landline and mobile phone numbers Asset ManagementUpdate CMDB – Record all the asset transactions for Laptop/Desktop/Mobile Phones in CMDB and maintain the accuracy Knowledge ManagementParticipate in the maintenance of the support knowledge base and knowledge documents Engage in project-related work appropriate for technical knowledge and competency RecordkeepingUpdate incidents and service requests in the service management system, ensuring a complete and detailed history for each incident and small-scale change request Follow established standards for identity management Service DeliveryPromote, adhere to, and enhance the ITS processes, procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction Establish and maintain effective partnerships with users, business lines, IT infrastructure, application development and support groups, and external vendors Demonstrate care with follow-up and follow-through on reported incidents and establishing rapport in all interactions Take personal ownership and pride in acting on issues and in following through on commitments to completion Seeks to be proactive in identifying and eradicating technical problems before productivity loss Conduct formal and informal customer training and develop technical orientation and new analyst training materials, as needed Identify and recommend process improvement initiatives to ITS Desktop Support Lead QualificationsGraduate or postgraduate in Technology with Computers or Information Technology (IT) stream or A degree in Computer Science, IT, Systems Engineering or a related qualification Preferred QualificationProviding level I/level II technical support in an enterprise IT Service Desk/help desk environment Desktop operating systems (Windows and Mac) Desktop / tablet / mobile device patching and reconciliation Cisco telephony and Unified Communications (deskphones, voicemail, Jabber) Skype for Business iOS and Android mobile devices Microsoft Office 2016 Active Directory Exchange Console Pulse VPN ServiceNow for Incident, Knowledge, Problem, CMDB Excellent verbal and written communication skills Excellent customer service skills Professional presentation Telephone etiquette Strong problem solving and decision-making skills Strong attention to detail Time management Ability to build and develop positive client relationships Ability to effectively convey complex information to all audiences Ability to multitask while meeting time constraints and maintaining quality Ability to maintain composure and diffuse difficult situations Ability to work independently with minimal supervision Ability to work as part of a team environment High level of enthusiasm, motivation, initiative, sense of urgency and personal integrity Ability and willingness to work a flexible schedule Ability to lift and carry 40 lbs. without difficulty or injury