Job Description:

The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. On-Premises full-time position responsible as a second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues. Provide second-line investigation and diagnosis

• Resolve and close incidents and service requests as per help desk procedures and allocated timelines
• Escalate unresolved incidents and service requests within agreed timescales
• Log incident and service request details per help desk procedures
• Communicate with customer regarding incident progress
• Ensure tickets are always updated until issues are resolved
• Conduct customer satisfaction callbacks and surveys
• Complete GET IT training for On-Site Support Analysts
• Comply with Quality, Health, Safety and Environment policies and IT policies
• Liaise with customers, other IT support groups and third-party providers when necessary
• Perform staging of PCs (Requires use of SRSS and/or Autopilot)
• Maintain Global Asset Management database with updates related to the assigned hardware
• Perform hardware and software maintenance and support
• Participate in IT team events, follow up on objectives, and key performance objectives
• Troubleshoot and resolve PC incidents and VIP requests
• Liaise with third-party suppliers for hardware repair
• Liaise with SISC (Site Information Security Coordinator) on IT security issues and virus elimination
• Liaise with Server Team when server maintenance is required
• Participate in GeoMarket projects to accomplish common objectives
• Participate as a key person in IT Domain structure
• Supervise suppliers to perform maintenance, IMAC of IT equipment Collaborates with IT Management to ensure support methods are documented and up to date
• Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently
• Engage with internal customers to provide efficient support and ensure business continuity"

Essential qualifications:

• Bachelor’s degree preferred.
• 2 to 3 years' experience in desktop support or related IT field
• Effective verbal and written communication skills
• Ability to identify and resolve issues independently

Other skills and abilities:

• Networking knowledge and/or experience
• Microsoft Power Platform a plus"

Job Type: Contract

Pay: From $29.00 per hour

Schedule:

• 8 hour shift
• Morning shift

Work Location: On the road