System Administrator - End user & Desktop Support

Role:
System Administrator End user & Desktop Support

Experience Range: 5+ years

Location:

Calgary

• Receive new desktop orders and provide MACI (Move | Allocate | Change and Install) services
• Site Inventory management and maintenance
• Assist Stock Room management activities (Allocations | Disposals | leavers | Ticket Mgmt. etc.)
• Provide support for asset disposal services
• Ability to move PCs on the floor physically and to the desks

• Enterprise Mobility (Asset Mgmt. | compliance activities | Ticket Mgmt. etc.)
• Exposure on mobility
• Support New Corporate mobile initial setup
• Other mobile issues (Supported by Shell)
• Excellent hands‑on experience in installation and troubleshooting desktop | smart card installations
• Handle User account issues | responsible to provide Remote Access Setup support | responsible for JML setup and process knowledge
• Good knowledge and implementation skill on Enterprise desktop security and end point protection and management

• Excellent experience in installation and troubleshooting MS Office | Adobe Acrobat | MS Internet Explorer and other standard desktop applications
• Very good hands‑on experience on Service management tools

• SNOW requests advise for PC accessories to Users
• Creation | administration and resolution of SNOW call incident tickets
• Mailbox Management

• Co‑ordination with vendor | Co‑ordinate with offshore and onsite tech support team
• Coordination with Vendor related stakeholders
• Co‑ordination with the other support groups and Domains
• Escalate and Coordinate with remote support team at offshore to get the user issues resolved

• Attend weekly / monthly review meetings with onsite and offshore team
• Generate and provide weekly / monthly activity and other reports
• Participate in informal team meetings | client meetings | internal Operations meetings and Quality review meetings
• Report the status to the higher management
• Documentation on knowledge articles

• Attend regular trainings and learn new technologies as required and conducted by the employer
• Adhere to policies of the Employer (Ex. Timesheet, Mandatory trainings etc.)
• Ensure that the policies and procedures set by TCS are adhered to
• Implement the corrective preventive action identified
• Discuss management of risks in advance with the Domain Leads Escalating to higher management whenever required

• Identify and implement best practices | service improvements and transformation opportunities and share the same to global team
• Flexible to be cross-skilled for different roles in OSS Extended support off Business hours if applicable
• Other duties may be assigned to meet business needs

• Excellent communication | data management and documentation skills are mandatory
• Ability to communicate with the end users and executives (If needed)
• Ability to work as a team member with good team spirit
• Good understanding about tiered infrastructure

• Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)