Desk Side Support Specialist
Desk Side Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Desk Side Support Specialist
Location: Roseville MN
Mode : Contract (6 Months)
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: Windows XP Windows 10
- Servers: Windows 2008/2012/2016
- Knowledge of Active Directory
- ITSM ticketing tools such as Service now Remedy HP Service Center Peregrine Service Center
- Remote desktop connectivity applications like Team Viewer SMS Bomgar WebEx Live Meeting and Windows Native tools
- MS Office Suite 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 all models
- 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 HCLs 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
Employment Type
Full-time
