Provides strategic and operational support to the ITI (Information Technology Infrastructure) Enterprise Desktop Support team. The Desktop Support Technician is responsible for providing software and hardware technical support to the end-user community. Responsibilities include involvement in client installations, day to day asset management, vendor warranty repairs, and participation in projects to meet local and company-wide initiatives. Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues. The ability to assist with projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success.
Provide customer support, which includes incident, problem, and service request resolution for customers.
Respond to the organization's changing business requirements reducing incidents and disruption while maximizing value and decreasing re-work.
Collaborate with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.
Inspire L1's to achieve the highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.
Support service improvement initiatives, support change and engage stakeholders including internal customers, peers, staff, and outside suppliers to achieve improvements in performance.
Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and knowledge sharing.
Monitoring of service levels with internal customers and vendors.
Works efficiently under conditions of multiple deadlines and changing priorities to produce high quality material with meticulous attention to detail.
Assist subject matter expert (SME) for service ticket escalations and engagement of resolver groups.
Maintain, analyze, troubleshoot, and repair computer systems and peripherals.
Represent the interests of our customers by providing support and appropriate escalation to Desktop Support Site Leads and other IT functions when issues cannot be resolved.
Participate on projects that require CATS involvement.
Mentoring and guidance for Level 1 CATS associates.
Identify inefficiencies and initiate process improvement to remediate.
Document changes of IT assets such as status and ownership.
Three or more years of relevant professional work experience in supporting an enterprise Desktop environment.
Candidates need to have verifiable expertise with: