Desk Side Support

8+ years of Experience in IT Desktop Support and Team Management in Client Facing RolesThis position Leads IT Deskside staff with technical support or desktop/laptop computers, applications, printers and related technologies.
High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the support
technicians and provide technical support, training and guidance to staff. Assumes duties as a desktop support technician when assigned.

Responsibilities :-

Excellent analytical and problem-solving skills

Demonstrable experience in managing a successful team of support technicians and successful completion of computer hardware and current desktop support technician certifications

Excellent customer service skills

Desk side Support Management

Customer Relationship Management

Vendor Relationship Management

Project Management

SLA Management including Incident, problem, Configuration, Service request etc.

Review with the Delivery Managers

Periodic reviews with Customer and Vendors

MIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage / Full Time or Dispatch Engineers at various locations in the region supported

Should have knowledge on SD operation and tools

To guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality information

The Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained

Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines

Works with vendor support contacts to resolve technical problems

Works with service desk and RDS as appropriate to determine and resolve problems received from clients

Responds to support requests from service desk, users and other infrastructure teams

Performs upgrades as directed to ensure the longevity of equipment

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 some level of technical understanding of the products building up a desktop service.

Experience from the desktop environment.

Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.

Phone support experience necessary.

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem solving skills required.

Windows and Novell Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Novell eDirectory, Lotus Notes and 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

Apple Ipad Device support

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