JD for Desktop Technician:
Utilize Customer s established IT Service Management tools for delivery of services in accordance with Customer s defined practices
Provide customer facing end-user support for the Customer s technology environment as described above including:
o Break-fix support (all Incidents)
o Service Requests (all Work Orders)
o IMAC support including large scale/bulk office moves/re-stack activities (all moves)
o Software password and security, software installation, application configuration and troubleshooting, and general inquiries
o VIP and home based office (HBO) user support
Perform local tasks assigned by Customer s other IT support groups
Provide support at the customer s office location (desk-side), from IT Solution Centers (where applicable) or remotely using Customer s relevant support tools.
Provide support in a flexible and accommodating manner, working around customer availability.
Provide 24x7 on-call availability for incident resolution of critical and high priority incidents (all sites). On-call is defined as support outside of normal business hours.
Work support requests through to resolution/completion
Steward/follow-up end-user requests when escalating to/engaging other support groups to ensure successful completion
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with Customer s vendors for provision of end-user support (e.g. Dell technicians for warranty repair/replacement)
Provide L2 support for Company owned devices that are managed using Customer s Mobile Device Management solution
Provide L2 support for end-user s personal devices using Customer s Bring Your Own Device (BYOD) offering
Coordinate with customer s regional/global support groups for end-to-end problem resolution and escalation
Perform goods and services procurement relating to end-user support services via Customer s established purchase to pay processes
Perform vendor invoice verification, processing and tracking relating to end-user support services
Coordinate with Customers end-user support vendors for account enquiries, changes, payment advice, order/delivery status
Perform managed print service invoicing/meter read/polling report verification
Complete end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Customer s Level 2 and 3 support and project teams for service delivery enhancements, maintenance and upgrades.
Perform equipment retirement/disposal activities when equipment has reached end of useful life according to Customer s established or agreed processes.
Develop process improvements to improve customer experience, service reliability and efficiency of support
Coordinate with customers other IT support groups for end-to-end management of IT requests and execution of regional/global changes, updates, service changes or initiatives.
Use and update/improve customer s existing Knowledge Base to ensure speedy issue resolution and ongoing improvement.
Management the local software library for non-centralized software media used at a given location
Track, steward and report key metrics and address performance issues
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.
Prepare end-user hardware for deployment using Customer s current standard operating environment.
Immediately notify Customer s designated contact of all Critical and High priority tickets immediately.
Provide support during Customer s operational hours at each location in scope
Provide rol