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Desk Side Support (onsite from Day 1)

Posted 15 days ago

  • Expiry Date: 12 December 2021

​​​Job Description:

Responsibilities

  • Good in Data Analysis & Reporting using MS Office and ITSM tools

  • Coordinate desktop changes to avoid deployment collisions.

  • Prepare requests for rollout

  • Prioritize change requests

  • Create rollout plans for changes requests

  • Coordinate implementation process

  • Keep track of request and make sure they are implemented as planned

  • Participate in incident handling concerning desktop changes.

  • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

  • Microsoft environment knowledge (desktop & server).

  • Have good technical understanding of the products building up a desktop service.

  • Experience from the desktop environment.

  • Understanding and experience of change management process.

Technical Requirements

  • Phone support experience necessary.

  • Technical Service desk or technical call center experience is necessary.

  • Disciplined, systematic problem solving skills required.

  • Windows Operating systems

  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Windows 8, Windows 10

  • Servers: Windows 2000, Windows 2003, Windows 2008,

  • Knowledge of Active Directory, Exchange 2003/2007

  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

  • Internet browsers (e.g. Explorer, Chrome, Firefox),

  • VPN and remote dial-in users

  • Support for laptop, desktops, and printers

  • PDA and blackberry support

  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc

Soft Skills

  • Excellent communication and conversation skills (Verbal and Written)

  • Good documentation skills

  • Good working knowledge of MS OFFICE (Including MS Project and Visio)

  • Should have a great customer handling skills

  • Able to handle unforeseen situations

  • High level of acceptance

  • Can drive client’s value and its methodology

Other Skills / Experience

  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone

  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

  • Ability to learn new information quickly and the willingness to do so at all times.

  • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.

  • Customer Focus

  • Teamwork

Technical Expertise

  • Interpersonal Effectiveness

  • Concern for Order and Quality

  • Years of Experience

  • Relevant: 7+ years of Service desk/Deskside, customer service, and support experience with problem solving involving hardware.

Certification requirements

  • Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification

  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred. 

About ASK:ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.