TheAnalyst, On-site IT Support willensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Global Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.
Responsibilities: Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applicationsOwn and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolutionProvide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing servicesParticipate in improvements as they relate to the on-site IT environmentServe as an advocate for the organization's information security management system. Assist customers to work efficiently within the ISMS frameworkTest fixes to ensure problems have been adequately resolvedPerform post-resolution follow-ups to customer requestsEvaluate documented resolutions and analyse trends for ways to prevent future problemsField incoming requests from customers via both telephone, mail, or instant messaging applications in a courteous mannerBuild rapport with customersPerform preventative maintenance, including checking and cleaning of workstations, printers, and peripheralsPrioritise and escalate problems (when required)Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolutionApply diagnostic utilities to aid in troubleshootingAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutionUnderstand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the roleSupport, operate, and maintain AV equipment for live meetings and eventsProvide support and demonstrate expert knowledge for online webinar tools and applicationsAct as a backup trainer when requested Skills and Experience: Strong Experience in the field of computer science, information sciences, or related fieldMicrosoft MCP desired or other appropriate certificationStrong knowledge of computer hardware with a focus on workstations and laptopsExperience with Microsoft Windows 10Significant application support experience with Microsoft Office 2016 or higherProven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk ticketsExperience working in a team-oriented, collaborative environmentIn cases where support needs to be provided in languages other than English, proficiency in English is also requiredFlexibility to work on projects and tasks outside of business hours and on weekends to ensure minimal disruption to the business will be necessary from time to time#J-18808-Ljbffr
