Desktop Support Technician

Job Title :
Desktop Support Technician

Location:
Mumbai

Primary Responsibilities:
• Monitor computer hardware performance and diagnose system issues
• Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive
• Replace worn or defective parts and clean computer hardware according manufacturers' specifications
• Perform testing of equipment that has been repaired, prior to returning the equipment to the user
• Set up new configurations for computers including OS image deployment
• Install, configure and upgrade software applications including rollout project
• Troubleshoot and resolve software application and OS related problems
• Track and route problems and requests tickets while thoroughly documenting actions and resolutions
• Identify, prioritize and escalate situations requiring urgent attention
• Perform system health check and mitigation to meet software and security standards including
encryption, patching and backup
• Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Thinkpad
laptops, MAC Books, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crashplan,
McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM, Casper
• Assisting end users with their PC asset requests, including PC Refresh, End-of-Life and Loan PC Return
shipping, PC Termination returns and PC Hotswap coordination
• Assisting end users with their general PC asset enquiries including processing requests for early refresh,
submitting loan PC requests and providing scheduled refresh dates for currently assigned PCs
• Following up with end users to ensure client asset management notifications are addressed in a timely
manner
• Ensuring end user compliance with client asset management policies
• Monitor asset management compliance of support teams
• Monitoring, and if required coordinating adherence, support team service level achievement including
return PC disk wipe and PC assignment updates
• Monitoring the case management / ticketing system (ServiceNow), taking ownership of cases, adding
regular updates to cases and resolving cases as work is performed and through to completion
• Submit requests for PC models and accessories to be ordered when volumes fall below minimum levels
• Educate support teams on the correct procedures to follow
Knowledge and Skill Requirements:
• Experience with western companies/MNC and in financial services domain (Mandatory)
• Desktop engineer should have an understanding on the criticality of the issues and the timeline of resolution in financial domain
• Need to support workplace/trading floor, as well as on site equipment room
• Advanced technical skills in installation and troubleshooting of relevant software and hardware
• Knowledge and experience of customer IT service delivery, ticketing and knowledge-based systems
• Extensive experience of supporting Office 365
• A+ certification or equivalent years of experience
Key Competencies:
• Positive attitude and collaborative approach in working within a team environment
• Strong customer service skills
• Strong oral and written communications
• Ability to learn and adapt quickly to changes
• Critical thinking and analytical capabilities in troubleshooting and problem solving
• Planning, organizing and prioritizing skills