Desktop Support Engineer

Required Skills:

· Desktop Management - Infrastructure Services (IS)

Role Description:

· Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services

· Co-ordination with vendor

· Co-ordinate with offshore and onsite tech support team

· Site Inventory management and maintenance

· Assist Stock Room management activities (Allocations, Disposals, leavers, Ticket Mgmt. etc.)

· Enterprise Mobility (Asset Mgmt., compliance activities, Ticket Mgmt. etc.)

· Mailbox Management

· Attend weekly Monthly review meetings with onsite and offshore team to generate and provide weekly monthly activity reports.

· Coordination with Vendor related stakeholders.

· Attend regular trainings and learn new technologies as required and conducted by the employer.

· Adhere to policies of the Employer (e.g. Timesheet Mandatory trainings, etc.)

· Escalate the issues to management or next level as needed.

· Provide support for asset disposal services.

· Generate and provide weekly and monthly activity and other reports.

· Escalate and Coordinate with remote support team at offshore to get the user issues resolved.

· Identify and implement best practices, service improvements and transformation opportunities and share the same to global team.

· Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.

· Flexible to be cross skilled for different roles in OSS.

· Extended support off Business hours if applicable.

· Implement the corrective preventive action identified.

· Co-ordination with the other support groups and Domains.

· Discuss management of risks in advance with the Domain Leads.

· Ensure that the policies and procedures set by company are adhered to.

· Escalating to higher management whenever required.

· Report the status to the higher management.

· Documentation on knowledge articles.

· Other duties may be assigned to meet business needs.

· Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage).

· Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS Internet Explorer and other standard desktop applications.

· Very good hands-on experience on Service management tools.

· Good knowledge and implementation skill on Enterprise desktop security and end point protection and management.

· Exposure on mobility Support.

· Excellent hands-on experience in installation and troubleshooting desktop, smart card Installations.

· Handle User account issues, responsible to provide Remote Access Setup support, responsible for JML setup and process knowledge

· SNOW requests advise for PC accessories to Users Creation, administration and resolution of SNOW call incident tickets.

· New Corporate mobile initial setup, other mobile issues (Supported by Shell)

· Excellent communication, data management and documentation skills are mandatory.

· Ability to physically move PCs on the floor and to the desks.

· Ability to communicate with the end users and executives (If needed).

· Ability to work as a team member with good team spirit.

· Good understanding about tiered infrastructure.

Experience Required: 6-8 years