Deskside Services at Richmond VA
Location
Richmond, Greater London | United Kingdom
Job description
Position: Deskside Services
Location: Richmond VA Onsite
Technical/Functional Skills
- Respond and resolve IT related issues over the phone and tickets
- Installation of operating system and user applications
- Troubleshoot hardware and software issues
- Configure maintain and troubleshoot printers of all types including laser thermal and impact
- Developing documenting and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.
- Providing additional resources as needed during Critical Situations.
- Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.
- Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).
- Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.
- Identifying solutions that minimize the need to Escalate to Deskside Services (e.g. additional Authorized End User training SelfHelp support opportunities selfhealing opportunities automation scripts RCA).
- Providing continuous improvement and innovation for better Authorized End User experience (i.e. automation scripts knowledge base articles howto instructions etc.).
- Participating in compliance activities including corporate audit security risk assessment and vulnerability remediation.
- Managing any Service Requests (e.g. desktop mobile) which require local interaction at the supported Locations.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Resolve Incidents and Problems associated with EUC Equipment and EUC Software and provide break/fix support
Job tags
Salary
