SR. Desktop Technician

Main Duties and Responsibilities
• Install, 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 devices.
• Perform general preventative maintenance tasks on devices and software.
• To follow and execute hardware moves provided by Subject Matter Experts.
• Provide onsite and remote support to / Customer / OEM SME’s towards Install,
upgrade, support and troubleshooting of devices in Network and Compute
environment.
• To assist users with any logged IT related incident when called upon.
• To provide support including 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 necessary.
• To accurately record, update and document requests using the IT service desk
system.
• To install and configure new IT equipment.
• To maintain a high level of customer service ensuring that all customers are treated
efficiently and in an appropriate manner.
• To provide technical support/instructions skills with the ability to communicate
effectively with technical and non-technical colleagues at all levels in the
organization.
• To be a highly motivated team player with the skills and ability to manage changing
priorities.
• To develop sound understanding of IT operations and related applications and IT
systems as well as business-related processes and procedures.
• To maintain and consistently demonstrate a good understanding of customer
service principles.
• To take ownership of issues by carrying out problem analysis to implement
temporary or permanent fixes.
• To perform root cause analysis and develop checklists for typical problems.
• To develop training courses as identified and agreed for appropriate development.
• To carry out training courses as per / customer requirement.
• The ability to liaise and develop working relationships with the staff and customer
environment users.
• To analyse and resolve incidents and problems using appropriate tools and
techniques.
Technical Skills:
• Good general understanding of IT principles such as Networks, Hardware and
Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes,
and MS Outlook etc.
• Good working knowledge of Operating system such as Windows and Mac related
software and applications.
• Good experience in End User device hardware and software troubleshooting.
• Good experience of supporting devices such as Printers and Meeting Room
equipment.
• Knowledge of mobile devices, in particular Blackberry and iPhones.
• Experience with building, configuring, replacing and troubleshooting EUC hardware
components.
• Awareness of Data Backup principles.
• Familiarity with virtual, MDM and VPN environments.
• Basic knowledge and/or familiarity with devices in Network and Compute
environment.