Desktop Support Analyst

Job Overview

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT is required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

• Desk side engineer for technical support for customers and their networked computers and peripherals.
• Interface with Senior Management, Company Board, Executives & VIP Users.
• Accurately test, identify, repair, resolve, and document end user technical issues regarding basic network/desktop/laptop support, printers, PDAs, iPhone/iPad & other smart devices.
• Break‑fix, troubleshoot and resolve software issues; reimage computers/hard drives.
• Perform IMACD function including installation and decommission.
• Backup and restore user data, settings and associated systems administration activities.
• Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts.
• Assist on Incident and Problem management activities.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests (Incidents) and service requests by utilizing a ticketing system to track tickets and provide up‑to‑date status and information.
• Move equipment associated with escalated incidents and service requests.
• Perform asset inventory activities as needed.
• Recommend and/or perform upgrades on systems to ensure longevity.
• Work with procurement staff to purchase hardware and software.
• Maintain spare parts/inventory list on a monthly basis and coordinate any disposal requests.
• Provide trade show planning and support, setup, test, training, logistics and maintenance of all required workstation and peripheral equipment at the site.
• Be available for on‑call support during after hours as and when necessary for Priority 1 & 2 incidents.
• Adhere to ticket response and resolution SLAs as agreed upon with the customer.
• Good understanding of DHCP, DNS, IP addressing and subnetting & basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.
• Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings.
• Smart hands support for rack & stack of server, storage, network & firewall components.
• Provide basic to intermediate support for IDF & MDF closets including console access, checking & reporting UPS & cooling alerts, PDUs, patch panel & structured cabling.
• When necessary, liaise with Third Party Vendors & support for resolving complex or OEM related issues.
• Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room.