Associate Desktop Operations Technican

2 weeks ago

Thiruvananthapuram, India Finastra Full time

What will you contribute?

Responsibilities & Deliverables:
Your deliverables will include, but are not limited to, the following:

- Manage desktops and laptops running Microsoft Windows and Apple Mac OS X using current Finastra procedures.
- Provide support to all authorized users who access Finastra provided services, and software from any designated location, troubleshoot remotely using Finastra tools and break-fix services as applicable.
- Provide status and updates on Incidents/Tasks/Requests at Finastra's leadership request and according to severity guidelines.
- Coordinate Service Desk Service-related activities with Finastra's Level 2 and Level 3 support teams and communicate with the authorized users as necessary. Status communications on ticket progress with the end-user/requestor to be done and documented in each ticket.
- Provide support for all video/audio conference equipment at designated Finastra locations. (Including vendor maintenance coordination and end user operational support)
- All activities in relation with White Glove Support (i.e., open new tickets, update tickets, ensure the correct tickets closing, etc.) on behalf of the White Glove authorized user is performed by desk side personnel or remote Service Desk support.
- Perform asset tracking, inventory management and monthly reporting (asset details, location)
- Manage asset inventory and return defective equipment/parts to maintenance inventory, document customer repairs, and maintain and restock assigned parts inventory to ensure proper stock levels.
- Familiarize end users with basic software, hardware, and peripheral device operation.
- Take ownership and responsibility of queries, issues and problems assigned to the queue.
- Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.
- Liaison with other departments (Security, HR, Architecture & Engineering, Network, Telecom, Asset Management).
- Complete regular training and process refreshes to ensure you are always compliant to SOP’s and processes to maintain security and consistent services.
- Image and prepare Windows computers and Apple MacBook’s.

Required Experience:

- University Education or equivalent experience (Computer related field highly desired)
- Excellent knowledge of technical management, information analysis and of computer hardware/software systems
- Technical expertise on MECM (SCCM), JAMF, JumpCloud, MacOS, Windows, iOS, and Android operating systems desired
- Strong Customer Service and communication skills
- Familiarity with ITIL Foundation processes
- **********_

The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.
- **********_

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