End User Services - Desktop Support

End User Services - Desktop Support

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Job Description

#INDIST

NTT DATA's Client is seeking a End User Services - Desktop Support team member to provide desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity.

• Performs troubleshooting for hardware, software and system problems.


• Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity.


• Utilizes previous experience to reach resolution and will contribute to knowledge management system(s).


• Responds to customer requests received via the Service Management application.


• Fulfills requests of moderate to high complexity.


• Interacts with the customers in a courteous and professional manner.


• Assists in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes.


• Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including deployment of new devices.


• Identifies potential issues that could adversely impact end-user experience and takes corrective action.


• Participates in low complexity local and enterprise projects.


• Performs proactive maintenance on devices.


• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request Fulfillment and Problem Management.


• Understanding and adherence to policies and procedures.


• Escalates issues when necessary.


• Ability to lift up to 40 lbs to waist level, bend and walk around office or hospital (short to medium distances depending upon size of facility)

• 3-5 years End user support-Desktop support-Windows operating system-Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands