Desktop EUC L1

Job Description - Manage desktop device (hardware, software, and connectivity) incidents through to resolution. - Manage IMAC (Installs, Moves, Adds, Changes) and desk-side support services. - Set up a pre-imaged standalone server and configure 6-8 desktops at each location. - 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 be limited to, patch updates and hardware replacements, with spares provided by the vendor. - Analyze Service Desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements 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 (e.g., for MI calls). Requirements - Knowledge and experience on Windows 7 OS. - Good to have knowledge in Active Directory (AD) and smart hands and feet support. - The technician needs to travel to customer locations on very short notice. - Good to have knowledge and experience of supporting MAC devices and tablets. - Experience with Service management tools (e.g., 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 processes for Incident, Change, Problem, Service Request, and related activities like spare and buffer stock management.