Desktop Support Technician

2 weeks ago

Rosemead, United States Tata Consultancy Services Full time

Must Have Technical/Functional Skills:
• Primary duty is to provide excellent customer/ client experience, the support should be immediate and precise on all technical issues related to Laptops/Desktops/Tablets/iPads.

• Provides support for other end users in the organization, ability to work and resolve hardware/software problems.

• Manage and maintain all end user devices comprising laptops, printers, mobile devices and AV conferencing devices.

• Build and install PCs, and other peripheral devices related to desktop infrastructure, in accordance with department standards

• Provides advice and guidance to colleagues regarding incidents

• Maintain installed PCs, and peripherals with routine maintenance

• Update the appropriate systems in a timely manner when any equipment or Software changes are made

• Identify, log and resolve technical problems with software applications or network system

• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation

• Ensure that work is carried out within agreed service levels and in accordance with department guidelines

• Create, maintain, and distribute reports of progress to senior leadership

• Maintain client databases (Remedy, CMDB, SAP, etc.) with up-to-date solutions and clear record of activities.

• Explain and document technical issues in a clear way to clients.

• Use call logging system to accurately record telephone requests if required.

Excellent analytical and problem-solving skills.

Other Skills:
4+ years’ Desktop Support experience, Proven ability to offer high level desktop support in an enterprise environment, Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients, Good documentation skills, Good Language and Communications Skills, Problem-Solving, Relevant Certifications a plus with such as Microsoft, and PowerShell Scripting, Good Understanding of Computer Support and Troubleshooting, Knowledge of Windows 10 and 11 along with Mac OSX, and/or Apple Operating Systems, Ability to Work in a Team, Ability to Prioritize any escalated request

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