Desktop Support Specialist

Job Description Responsibilities An expert-level understanding of hardware and software. Demonstrated expertise and proficiency in diagnosing complex problems with computer hardware and software with the ability to apply solutions to the problems. Experience in dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field. Experience in handling and liaising with multiple vendors/partners/teams. Solid knowledge of data communication and networking internet protocols, such as TCP/IP, Ethernet, and Serial interface standards, Change Management, and Active Directory. Knowledge of JAMF, Microsoft SCCM, Microsoft Intune, and FileVault Disk Encryption. Interact with numerous computer platforms in a multi-layered client-server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. Strong ability to quickly and independently master new technology, then provide support and consultation on the usage of new technologies. Strong customer service orientation. A strong team player, works effectively under pressure, and has the ability to multi-task. Works in close collaboration with laboratory tech and assists with the installation and maintenance of software. Excellent interpersonal communication skills (verbal, written, and listening) since he or she will have daily interaction with faculty, administrators, and staff. Exceptional documentation skills. Both English and Local Language proficiency. Additional Responsibilities To provide support for on-call escalations and conduct root cause analysis of given issues. To independently resolve tickets within agreed SLA of ticket volume and time. To adhere to quality standards, regulatory requirements, and company policies. Work on value-adding activities such as Knowledge base update and management, training freshers, and coaching analysts. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or re-open cases. #J-18808-Ljbffr TechDigital Group