Deskside Support Technician

Job Title

Responsibilities and Qualifications

On-site support services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix.

Ensuring all incidents/requests are met within the agreed service targets.

Proactively monitors pending tickets and performs installs, moves, adds and changes (IMAC) as required.

Provides face to face end user support and troubleshoots issues for IT products and services.

Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding desktop support, and mobile devices.

Performing asset inventory/stock related activities as needed.

Taking ownership of issues through to resolution on all appropriate requests.

To provide hands and feet support to another infrastructure support.

Providing on-site cover as part of a shift arrangement, covering off all areas of support.

Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.

Orients new joiners on EUC systems.

Recommends and/or performs upgrades on systems (EUC supported devices) to ensure longevity.

Flexibility and teamwork and performs other duties as assigned by your lead or operations manager.

Act as interface for other delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.

Maintain healthy group dynamics.

Must be detail oriented and self-motivating.

Relationship management – internal and external stakeholders, presentation skills, and team skills, with ability to have difficult conversations.

Flexibility with respect to time – client deliverables need to be met with a "can do" attitude.

Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.

Excellent problem solving/quantitative/analytical skills.

Excellent understanding end user IT infrastructure – desktops, laptops, printers, handhelds, smartphone and industry wide operating systems and applications i.e. Windows 7/10.

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc.

Detailed understanding of IT infrastructure in a corporate environment – server/network/database/security.

Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.

Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.