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Deskside Support

4 months ago

Richmond, United States Tata Consultancy Services Full time

Position: Deskside Support

Location: Richmond, VA (Onsite)

Type: FTE

Roles & Responsibilities:

  • 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 a 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,Important 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

Must Have Skills:

  • Need to have 5+ years of experience and knowledge in Troubleshooting software's, printer, projectors, and issues over remote and over call support to customers.
  • Experience and knowledge in Troubleshooting laptop, desktop and printer
  • hardware issues.
  • Experience in Executive and site support analyze, troubleshoot, and evaluate computer network problems on Wi-Fi devices and network issues.
  • Provide End User Remote support, and when necessary, onsite support or dispatch Provider support specialists to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels.
  • Support the installation, troubleshooting and maintenance of software and hardware in the Warehouse centers, Printer, scanners, and other specialized systems.
  • High level understanding of the Networking Concepts.