Desktop Support Specialist

Sharp Brains; Frankfurt; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A leading company in IT services is seeking an End User Computing (Desktop Analyst) for onsite support. The role involves managing desktop devices, providing support for hardware and software issues, and ensuring compliance with security protocols. The ideal candidate will have 2-4 years of relevant experience and skills in user support, with familiarity in ITIL processes and remote management tools.

Qualifikationen

• 2-4 years of experience in onsite support.
• Knowledge and experience with Windows 7 OS.
• Familiarity with ITIL processes.

Aufgaben

• Manage IMAC and desk side support services.
• Handle break-fix services for laptops and desktops.
• Provide maintenance on Desktop Devices throughout their lifecycle.

Kenntnisse

Onsite support

Windows 7 OS

Desktop management

Remote management tools

ITIL processes

EUC tools

Tools

ServiceNow

MS Office

Outlook

Jobbeschreibung

Role : End User Computing (Desktop Analyst) L1-Onsite services

Experience / Skills :

• 2-4 years of experience in Onsite support
• Knowledge and experience with Windows 7 OS
• Manage Desktop Devices (hardware, software, and connectivity) incidents from detection to resolution

Responsibilities include:

• Manage IMAC and desk side support services
• Handle hard and soft break-fix services for laptops and desktops
• Provide standard and approved hardware and software support and maintenance on Desktop (Field Users) Devices throughout their lifecycle, including remote management using appropriate tools

Additional tasks:

• Support, manage, optimize, and maintain configuration and installation of desktops, including patch updates and hardware replacements with vendor-provided spares
• Experience with service management tools, e.g., ServiceNow
• Good expertise in EUC tools, remote support tools, MS Office, and Outlook

Preferred skills:

• Understanding of Lync, VPN, and mobile device support

Analysis and automation:

• Analyze Service Desk calls and incident data to identify potential user training and automation needs

Security and compliance:

• Ensure Desktop Devices are installed with appropriate images and monitor security profiles and antivirus software, taking action on non-compliance

VIP Support and Point of Contact:

• Provide VIP support for desk side issues and serve as the point of contact for all IT-related issues at the site, especially when other support teams are unavailable

ITIL Processes:

• Familiarity with ITIL processes such as Incident, Change, Problem, and Service Request management, including spare and buffer stock management

Additional knowledge:

• Knowledge of AD and smart hands support is a plus
• Experience supporting MAC devices and tablets is desirable