Deskside Support

2 weeks ago

Richmond, United States Tata Consultancy Services Full time

Roles & Responsibilities :-

  • Technical / Functional Skills - Respond and resolve IT related issues over the phone and tickets
  • Installation of operating system and user applications
  • Troubleshoot hardware and software issues
  • Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact
  • Developing, documenting, and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.
  • Providing additional resources, as needed, during Critical Situations.
  • Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.
  • Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).
  • Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.
  • Identifying solutions that minimize the need to Escalate to Deskside Services (e.g., additional Authorized End User training, Self-Help support opportunities, self-healing opportunities, automation scripts, RCA).
  • Providing continuous improvement and innovation for better Authorized End User experience, (i.e. automation scripts, knowledge base articles, how-to instructions, etc.).
  • Participating in compliance activities including corporate audit, security risk assessment, and vulnerability remediation.
  • Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to explain technical issues to technical and nontechnical employees and customers.
  • Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support.

by Jobble

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