What are the responsibilities and job description for the Deskside Support EUC L1 position at Iron Systems, Inc?
Responsibilities
- Provide customer-facing end-user support.
- Break-fix support for Laptop, desktops, tablets and associated hardware peripherals
- IMAC support, including large-scale/bulk office moves/re-stack activities (all moves)
- Support for Operating System, base load software, MS Office suite and other business applications
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Access-related issues with smart card, passwords, and security; application configuration and troubleshooting; and general inquiries
- Support for the Mobility devices (IOS/iPhone/IPads)
- VIP and home-based office (HBO) user support
- Manage the ticket queue in the Remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Strong understanding of client-based Operating Systems
- Strong ticketing system experience
- Proficient understanding of level 1 Helpdesk services
- Strong understanding of end-user hardware
- Strong knowledge of client-based applications
- Proficient with common network protocols (TCP/IP) for device connectivity issues
- Excellent communication skills (English & Local language)
- Excellent customer engagement and customer service skills
- Strong desire to help, share, and assist others
- Excellent analytical skills, Work Ethic and Problem-solving skills
- Basic Safety knowledge in order to assist users with ergonomic equipment
- Ability to lift heavy equipment’s within stockroom
- Customer experience: CSAT focused on Customer is #1 Attitude
- Professional and courteous and Ability and patience to work in a highly dense client environment
- Flexible for travelling to remote sites/locations
- Technical Certification (Microsoft/HP/Dell) in a similar field will be an added advantage