- Expiry Date: 01 October 2021
As a Desktop Support Technician with Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
Provide customer facing end-user support that includes
Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals
IMAC support including large scale/bulk office moves/re-stack activities (all moves)
Support for Operating System, base load software, MS Office suite and other business application
Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
Access related issues with password and security, application configuration and troubleshooting, and general inquiries
Support for the Mobility devices
VIP user support
Manage the ticket queue in ITSM system and ensure they are resolved and closed within the defined service level maintenance
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Desired Skill sets:
Strong understanding of Client based Operating Systems
Strong ticketing system experience
Proficient understanding of level 1 Helpdesk services
Strong understanding of end user hardware
Strong knowledge of client-based applications
Proficient with common network protocols (TCP/IP) for device connectivity issues
Excellent communication skills
Excellent customer engagement and customer service skills
Strong desire to help, share, and assist others
Excellent analytical skills, Work Ethic and Problem-solving skills
Basic Safety knowledge to assist users with ergonomic equipment
Ability to lift heavy equipment’s within stockroom
Customer experience - CSAT focused with Customer is #1 Attitude
Professional and courteous and Ability and patience to work in a high dense client environment
Person should have project Management understanding.
Work and Co-Ordinate with Project Management Team.
Share periodic updates with Project team.
Participate in status and progress update meetings as in when required.
Created/Update and progress charters.
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.