End User Support
il y a 1 semaine
**Job title : Desktop Support Specialist**
**Location : Leopoldleen, Belgium**
**Role type : Contract**
**Job Description**:
**Background**
- This position has frequent contact with end users, peers and managers primarily face to face as desk side support for service requests and on-site problem resolution.
**Description**
- As an End User Support Technician with Minimum of 5 years technical experience in providing quality services to the end users
which includes the following key roles and responsibilities:
- Provide customer facing end-user support that includes Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
- IMAC support including large scale/bulk office moves/re-stack activities (all moves)
- Support for the Mobility devices (IOS/iPhone/IPads) VIP and home-based office (HBO) user support
- Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide
- IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- To provide support for on call escalations and doing root cause analysis of given issue
- To Participate in incident investigations and take corrective actions to prevent similar occurrences
**Desired Skillsets**
- Strong understanding of Client based Operating Systems
- Strong ticketing system experience
- Proficient understanding of level 1 Helpdesk services
- Strong understanding of end user hardware
- Proficient with common network protocols (TCP/IP) for device connectivity issues
- Excellent communication skills (English & Local language)
- Excellent customer engagement and customer service skills Strong desire to help, share, and assist others
- Excellent analytical skills, Work Ethic and Problem-solving skills
- Basic Safety knowledge in order to assist users with ergonomic equipment
- Ability to lift heavy equipment s within stockroom
- Customer experience - CSAT focused with Customer is #1 Attitude
- Professional and courteous and Ability and patience to work in a high dense client environment
- Flexible for travelling to remote sites/Colocations
- Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
- Care and Case Management with mock incident drills
- LPO Stewardship and safety inspections for stockrooms
- Safety toolbox meetings
- Managing a team regionally.
- Single point of contact for the customer to deliver the services and set the right expectation.
- Manage service escalation to resolution and identify continuous improvement opportunities.
- Escalation points of contact for the region
- Ensure support for users on high standards and customer service.
- Keep the knowledge base and runbook updated with new processes
- Manage and ensure the adherence of SLA’s across the towers.
- Coordinate all activities required to lead significant incidents in compliance with SLA metrics
- Appropriately manage operations and conduct operational review meeting with customer stakeholders.
- Plans, coordinates and supervises the daily operations and workload for team
- Pass through cost approvals for vehicles
- Hardware Acquisition, Asset Tracking, Management and Reporting
- Managing platforms and fuel terminals and coordinating with Dispatch vendors
- Ensure Ergonomics assessment to be completed while WFH or work location change
**Job Type**: Temporary
Schedule:
- Day shift
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