Description
Responsibilities:-
Coordinate desktop changes to avoid deployment collisions.
Prepare requests for rollout
Prioritize change requests
Create rollout plans for changes requests
Coordinate implementation process
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes.
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
Microsoft environment knowledge (desktop & server).
Have some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Understanding and experience of change management process.
Technical Requirements
Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native
tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and
MS Visio
Internet browsers (eg Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Total
3-4 years of University education post High school (B.Sc. or Diploma)
Relevant: 2 - 3+ years of help desk/desk side, customer service, and support experience with
problem solving involving hardware,
Certification requirements
Preferred MCP/MSCE/MSCA or HDI CSS
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change
Management preferred