Desktop Support Analyst

Description

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To provide a high quality and responsive desktop support service to all end-users. To manage day to day problems allocated by the helpdesk and maintain ownership until problem resolution. To ensure that the Service Desk staff and clients are kept updated on a regular basis. To perform approved Install, Moves, Add and Changes. To provide local assistance to other locations when requested. To promote and communicate PRA-IT standards and procedures to the local community. To provide representation of the needs of the local business community into the PRA-IT.

Desktop Support Analyst is responsible for working closely with management and clients to ensure problems are understood clearly and that PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum.

Responsibilities: To work closely with management and clients to ensure problems are understood clearly, PRA-IT standards and procedures are adhered to, and problem resolution time is kept to a minimum. Solutions are delivered on time. To demonstrate and promote customer service excellence in all client dealings. To show initiative when dealing with service issues and identify and communicate any changes or enhancements, while respecting the organizations promotion of standardization. To escalate issues that may potentially affect the clients and business units in a timely manner. To provide representation of local business needs and variations to the client support technology team in the development and implementation of technical standards. To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with Pernod Ricard standards. Provide Tier 2 support in the operation and management of Windows desktops/laptops Manage various medium-to-complex project initiatives, upgrades, and maintenance activities Monitor support queues for new tickets and respond accordingly Troubleshoot system/application issues of medium-level complexity and escalate issues appropriately Develop utilities to streamline standards and deployments methodologies Maintain and support all Audio-Visual equipment including video conferencing Work with external vendors to resolve hardware and software issues Configure and deploy equipment for new hires (laptops, desktops, iPads, iPhones) Install hardware and software as needed by the business Maintain asset and configuration management documentation for all devices and end-users Development and deployment of unattended operating system installations for workstations/desktops/laptops IMAC's - Installs, Move, Add, Changes Work with end-users to develop an understanding of their business requirements Create and maintain knowledgebase solutions Enter all requests and incidents into ticketing system according to IT policies Update ticketing system and documentation according to IT policies Create and modify support documentation as related to the corporate infrastructure Required Skills: Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory Experience supporting conference room technologies (Microsoft Teams is a preference) Deploying and configuring systems using imaging tools such as SCCM and AutoPilot What are your top 3 requirements: To ensure that client support services are delivered to the business in an efficient manner, while maintaining and improving service levels in accordance with our company standards. Provide Tier 2 support in the operation and management of Windows desktops/laptops within a corporate environment Working knowledge of Microsoft services and tools such as O365, Azure, Sharepoint, OneDrive, and Active Directory

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