It Service Desk

Description:

• Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for the users in the region. Additionally, he/she will also support remote users in other locations.

• Collaborate with the Regional End User Support Manager and the Regional IT Manager in the management of the IT platform to keep the information systems in optimal operating condition.

• Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly.

• Act on incidents which are approaching or have reached the point of breaching our service level agreements.

• Ensure the end users capability to access certified applications from the supported end points according to the policies.

• Mobile devices and tablets support and management including provisioning of hardware.

• Coordinate the acquisition of hardware and software.

• Provide hands on support to our specialist teams with server, network, and telephony infrastructures (friendly hands*).

• Advise customers and users on their IT needs and best practices.

• Provide end user trainings and IT workshops.

• Contribute to continuous improvement as implementing standards with the overall target to increase efficiency.

• Manage and participate in projects as assigned.

• Other duties and responsibilities as assigned.

• You can travel when required up to 20% of the time. Passport required as Mexico and Canada are in our coverage area.

• Keep IT assets update.

• Keep updated documentation about internal IT procedures, referring to standards policies/procedures.

• Vendor support for the IT area.

• Financial Management (Functional cost, annual budget, etc.) with collaboration of Regional IT Manager.

• Properly escalate incidents to Regional IT Manager and Regional End User Support Manager according to the impact, severity and urgency.

• Elaborate reports and statistics related to IT KPI fulfillment.

• Participate in training to End Users in IT related areas.

Skills:

Service Desk, Help Desk, Windows 10, Windows 11, Windows, Microsoft, M365, End User Support

Top Skills Details:

Service Desk,Help Desk,Windows 10,Windows 11,Windows,Microsoft,M365,End User Support

Additional Skills & Qualifications:

Experience requirements

• Customer focused and business oriented.

• You can work in a team as well as independently, to be proactive and to work with many tasks simultaneously.

• You are analytical and enjoy solving problems in a complex environment.

• Able to communicate with non-technical end users in a professional way.

• Attention to detail, particularly when dealing with customers and their reported problems.

• Willing to research, learn and find solutions and can quickly understand new technology and processes.

• Able to work efficiently and effectively under high pressure in a fast pace environment.

• Experience with IT best practice / ITIL; ITIL certification required.

• Proven Project Management and Business Analysis capabilities.

• Troubleshooting PC’s, laptops (preferably Dell experience).

• Mobile devices and tablets management/support.

• Smartphone usage (Android & Apple) for basic end user support.

• ServiceNow helpdesk software.

• Windows 10 and 11

• Outlook 365 support.

• Microsoft 365 support.

• Windows server.

• Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc.), Altiris is an asset.

• Networking, LAN/WAN - very good knowledge of TCPIP, experience with VPN, Cisco HW experience is an asset.

• Lotus Notes basic end user support.

• VMWare basic maintenance knowledge.

• Basic knowledge on Citrix and Thin-clients.

• Windows Server Administration (User and Printing services management).

• End user Hardware support knowledge.

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.