- Good in Data Analysis & Reporting using MS Office and ITSM tools
- Coordinate desktop changes to avoid deployment collisions.
- Prepare requests for rollout
- Prioritize change requests
- Create rollout plans for changes requests
- Coordinate implementation process
- Keep track of request and make sure they are implemented as planned
- Participate in incident handling concerning desktop changes.
- Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
- Microsoft environment knowledge (desktop & server).
- Have good technical understanding of the products building up a desktop service.
- Experience from the desktop environment.
- Understanding and experience of change management process.
- Phone support experience necessary.
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000,Windows 8,Windows 10
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, Client Service Center, client Service Center
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- PDA and blackberry support
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL's value and its methodology
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
- Relevant : 2+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.
- Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
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Desktop Support Engineer - Keosauqua, United States - Tekfortune Inc
Description
Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world's leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.
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