Job Description:
Provide swift and professional deskside IT support
Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
Collaborate with other support groups across global locations to help troubleshoot client issues
Utilize tools for building, monitoring and troubleshooting client devices
Participate in Disaster recovery testing exercises
Upholding procedures for logging, reporting, and statistically monitoring desktop operations
Write technical support and client documentation in form of Knowledgebase articles
Meet or exceed expected customer service levels
Requirements:
Minimum 5+ years of relevant experience in a Desktop Support/IT Helpdesk role.
Experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
Hands on experience with Win 7, Win 10, Win 11 and MAC OS support.
Windows Migration.
Hardware/Software Troubleshooting
Experience with VPN, Soft Phones, Remote Desktop, VDI.
Asset Tracking/Inventory Management
Phone and Tablet support (Windows, iPhone, iOS, Android)
Experience with Ticketing System (ServiceNow).
Strong Communications Skills
Excellent proven track record supporting clients in a financial environment.
Excellent proven customer service based approach
Good written and verbal communication skills
Good time management skills
Strong organizational and analytical skills
Ability to multi-task and work under pressure
Ability to work autonomously and within team
Dress Code:
Business casual
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