Desktop EUC L1

Iron Systems, Inc; Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

Iron Systems, Inc. seeks a dedicated Desktop Support professional in Ahmedabad to manage incidents for desktop devices from initial report to resolution. You will handle IMAC, manage break-fix work, and oversee lifecycle support including patching, hardware replacements, and image deployment.

The role requires ITIL knowledge, experience with ServiceNow, and familiarity with AD, VPN, and mobile device support. Strong MS Office/Outlook skills and MAC support are a plus.

Qualifications

• Experience with Windows 7 operating system.
• Knowledge of Active Directory and hands-on support.
• Experience supporting MAC devices and tablets.
• Experience with ServiceNow for service management.
• Proficiency with EUC tools, remote support tools, MS Office, and Outlook.
• Understanding of Lync, VPN, and mobile device support.
• Familiar with ITIL incidents, changes, problems and service requests, plus spare stock management.
• Associate degree (A.A.) or equivalent; bachelor's degree preferred.

Responsibilities

• Manage desktop device incidents from start to resolution.
• Manage IMAC and desktop support services.
• Handle hard and soft break-fix for laptops and desktops.
• Provide hardware/software support for desktop devices for their lifecycle.
• Support, manage, and maintain desktop configuration, including patch updates and hardware replacements.
• Analyze Service Desk calls to identify training needs and automation opportunities.
• Ensure desktop devices are installed with appropriate images.
• Monitor security profiles and antivirus across all desktop devices.
• Provide VIP desk-side support and be the primary site IT contact when needed.

Skills

Windows 7

AD

Smart hands support

MAC devices & tablets

MS Office & Outlook

Lync

VPN

Mobile device support

ITIL processes

Service desk analytics

Education

AA or equivalent in electronics

Bachelor's degree preferred

Tools

ServiceNow

Remote support tools

Job description

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and desktop support services.
• Manage hard and soft break-fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the desktop, to include, but not limited to, patch updates, hardware replacements with spares provided by the vendor.
• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for desk-side issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable, like for MI calls.

Requirements

• Knowledge and experience on the Windows 7 OS
• Good to have knowledge in AD and smart hands and feet support.
• Good to have—knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tool – ex: ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; bachelor's degree preferred.