Technician 3, Desktop Support

Company Description At Western Digital our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible possible At our core Western Digital is a company of problem solvers People achieve extraordinary things given the right technology For decades we ve been doing just that Our technology helped people put a man on the moon We are a key partner to some of the largest and highest growth organizations in the world From energizing the most competitive gaming platforms to enabling systems to make cities safer and cars smarter and more connected to powering the data centers behind many of the world s biggest companies and public cloud Western Digital is fueling a brighter smarter future Binge-watch any shows use social media or shop online lately You ll find Western Digital supporting the storage infrastructure behind many of these platforms And that flash memory card that captures and preserves your most precious moments That s us too We offer an expansive portfolio of technologies storage devices and platforms for business and consumers alike Our data-centric solutions are comprised of the Western Digital G-Technology TM SanDisk and WD brands Today s exceptional challenges require your unique skills It s You Western Digital Together we re the next BIG thing in data 1 Asset Management Primary Focus Maintain accurate and up-to-date records of all IT assets hardware software peripherals licenses Track the full asset lifecycle - from procurement to deployment maintenance and disposal Conduct regular physical and digital asset audits and reconciliations Ensure all assets are properly tagged labeled and inventoried Collaborate with Finance Procurement and IT teams for budgeting compliance and purchasing Update and manage records in the asset management tool e g ServiceNow Ensure Just-In-Time inventory support for the region 2 Desktop Support Provide Level 1 and Level 2 IT support for internal users hardware software peripherals and connectivity issues Support via walk-in remote tools email chat or ticketing system ServiceNow Install and configure desktops laptops printers scanners mobile devices and related peripherals Troubleshoot and resolve common issues internet access password resets email access and printer malfunctions Escalate complex or unresolved issues to higher-tier support or specialised teams Perform system diagnostics log analysis and root cause identification Document all support incidents in the ticketing system and maintain resolution records 3 Technical Onboarding Training Assist with new user setups and onboarding including system configuration and orientation Provide user training on system usage best practices and tools Create and update training documentation quick-start guides and support FAQs 4 Inventory Procurement Support Track and manage inventory of computers accessories peripherals licenses and more Coordinate with vendors and internal stakeholders for procurement and refresh cycles Assist in the installation and retirement of systems according to IT lifecycle policies 5 Reporting Compliance Generate and analyse monthly reports on ticket metrics and asset audit results Support audits and compliance activities with accurate asset documentation Present insights and trends based on ServiceNow data and Excel reports Qualifications Bachelor s degree in Information Technology or related field or equivalent experience 5-8 years of hands-on experience in desktop support and asset management ITIL Foundation certification preferred Experience working with ServiceNow or similar ticketing asset systems Technical Asset Management Systems ServiceNow preferred Microsoft Excel Advanced Level Windows OS macOS MDM SCCM JAMF Intune Basic scripting PowerShell preferred Knowledge of LAN WAN VPN and network troubleshooting Interpersonal Strong communication skills both verbal and written Ability to support VIPs and non-technical users patiently and clearly Documentation collaboration and follow-up skills Proactive and customer-focused mindset