D Desktop/Field Services Tech

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

Responsibilities:
Provide high level of customer service
Provide phone and deskside support to end users across the site
Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
Take ownership of issue\\request through resolution or escalation
Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

Additional Responsibilities:
Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
Ensure that work is carried out within agreed Service Levels. (SLA's)
Client on-boarding, transfers, and off-boarding efforts
Maintain high level of accuracy of AMDB
Availability during weekend and after hours as per rotational roster
Finish Projects (asset refresh etc) in a timely manner
Work on IMACDs and off hours move requests
Work with the team lead to make the team lead successful and be a great team player
Help users facing issues with Mobile Devices
Show urgency in helping C suite users and provide exceptional service

Qualifications:
A+ certification and CCNA required
2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
Strong interpersonal skills and thoughtful and effective communicator
Excellent analytical and problem-solving skills
Excellent time management and organization skills
Strong written and oral communication skills
Strong experience and understanding of Office\\O365 Experienced in working with Service-Now platform preferred but not necessary
Working knowledge/experience with PC Imaging Tools.
Working knowledge/experience with diagnosis and remote control tools.
Working knowledge/experience with Audio/Visual equipment used in presentation/conference rooms.

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases