Desktop EUC L1

Job PurposeThe Desktop Support Technician is a physical presence service to provide second-line support at customer locations. The desktop support technician is responsible for performing tasks to agreed-upon service levels as well as meeting customer satisfaction measures.In addition, the technician is also required to provide hands-on and eye support for Customer/OEM Subject matter experts in diagnosing and resolving incidents with regard to network and compute devices.Main Duties And ResponsibilitiesInstall, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications.Install, upgrade, support, and troubleshoot end-user workspace hardware such as Desktop , Laptops , Printers, Mobile Devices, Video and conferencing equipment, and any other authorized peripheral equipment and devicesPerform general preventative maintenance tasks on devices and softwareTo follow and execute instructions provided by subject matter expertsProvide onsite hand-and-eye support to customers / OEM SME’s towards installation, upgrade, support, and troubleshooting of devices in the network and compute environmentTo assist users with any logged IT-related incident when called uponTo take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible, escalating incidents to other support teams where necessaryTo accurately record, update, and document requests using the IT service desk systemTo maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate mannerMaintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organizationTo be a highly motivated team player with the skills and ability to manage changing prioritiesTo create, maintain, and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficientBe willing to attend training as necessary to keep up-to-date with the latest technology and internal system processesTo attend training courses as identified and agreed for appropriate developmentTo contribute towards reporting as per customer requirementAny other tasks as assigned and within the skill set of the person.Technical SkillsGood general understanding of IT principles such as Networks, Hardware and DomainsWorking knowledge of leading software packages such as MS Office, Lotus Notes, MS Outlook, etc.Good working knowledge of operating systems such as Windows and Mac-related software and applicationsGood experience in end-user device hardware and software troubleshootingGood experience of supporting devices such as printers and meeting room equipment.Knowledge of mobile devices, in particular BlackBerry and iPhonesExperience with building, configuring, replacing, and troubleshooting EUC hardware componentsAwareness of data backup principlesFamiliarity with virtual, MDM, and VPN environmentsBasic knowledge and familiarity with devices in network and compute environments.Soft Skills & AppearanceExceptional customer-facing skillsAble to communicate clearly and effectively both with the customerLogical and analytical approach to workAccurate record keepingAble to work unsupervisedGood timekeeperIntense focus on quality workProductive and EfficientAble to operate within customer standard operating proceduresAble to maintain professional demeanor under stressTo be at all times appropriately dressed for the customer environmentGood standards of grooming and personal hygieneExperience2 – 4 years' experience working in a similar environment as described aboveEducation and QualificationEducation to the mandatory level in the relevant countryTraining and CertificationsCompTIA A+ , MCP/MCSE are desirable certificationsOEM certification is desirable.Knowledge of ITIL and experience of working within an ITIL environment would be beneficial.Language Skills:To Customer—Fluency in local language as per the geographical and cultural requirementEnglish speaking to a good standard