Desk Side (Field) Support: L2

handling<br />• Delivery Assurance: Adhere to defined support and quality processes as per the floor management guidelines, Run books & SOPs.<br />• DeliveI. Designation: A<br /><br />II. Experience: 3-5 years<br /><br />III. Position summary :<br /><br />• English speaking resource responsible for addressing to the first and second line support requirements and desk side IT support for all applications and infrastructure and coordinate with the incumbent support groups and vendor functions for quick and quality resolution of issues.<br /><br />IV. Key result areas :<br /><br />• Adhere to following processes as per the defined SLAs or KPIs<br />o Incident detection, Categorization, responding and closure<br />o Service Request Handling<br />o Incident categorization, initial triage, escalation, and resolution (within scope) as per the SOPs/runbook.<br />o Access Request ry Excellence: Focus on enabling quality deliverables and enhancing customer satisfaction.<br />• Contribution to knowledge management process by updating/creating the knowledge articles.<br /><br />V. Typical responsibilities <br />Project/Process<br />• Timely follow-up on their assigned and open tickets within the required Service Levels. <br />• Monitor high severity incidents to ensure resolution within communicated Service Levels.<br />• Installs, configures, and maintains all desktop, laptop, workstation and software systems for all company users.<br />• Provides technical support regarding system configuration, program usage, and desktop problems to users.<br />• Support and troubleshoot OS’s including Windows 7 and 8.1 in a domain environment.<br />• Support and troubleshoot MS Office & MS Outlook application and functionality issues.<br />• Responsible for assigning and resetting passwords and testing systems security.<br />• Records problem and resolution details in the ticketing system.<br />• Applies knowledge of company policies and standard practices to resolve problems.<br />• Analyzes issues and uses judgment to make decisions.<br />• Escalates non-standard problems or issues.<br />• Alerts management to reoccurring problems and patterns of problems.<br />• Works with all levels of Management, including direct support to the VIP users. <br />• Orders and takes delivery of equipment as directed.<br />• Responsible for maintaining and keeping up to date assets inventory and CMDB.<br />• Remote support for Tier II sites. <br />• Managing the VIP population with quality and timeliness.<br />• Collaborate with Service Desk for faster resolution.<br />• Creating and managing desktop and mobile device building for new service introduction.<br />• Contribution to governance by creating weekly and monthly reports.<br />Skill/Technology<br />• Troubleshooting and break fix Desktops and laptops.<br />• Printer support<br />• Windows OS x, 7 and Windows Server 2008 (Support).<br />• LAN Switches and routers<br />• MS Exchange configuration and troubleshooting<br />• Symantec Enterprise Vault<br />• MS Active Directory<br />• VPN<br />• Office 365 (preferred)<br />• Basic network troubleshooting for wifi devices<br />• 3g/4g dongles<br />• Mobile Device Management (MDM) for Standard devices like Nokia Lumia 930<br /><br />VI. Degree of independence : <br /><br />• Independent in his / her own area of work<br />• Makes recommendations for reporting and stakeholder governance.<br />• Assist to VIP users for IT related issues.<br />• Provide/assist dispatch support for Tier II sites.