Description
Kirtana Consulting currently has an opening for Desk Side Support Role, with one of its client based in Spain.
Work Location: Madrid (Spain).
Duration: 6 months rolling contract
Skill Details: Deskside support
Job Description Details: Webex and Gotomeeting integration with CISCO phones, Outlook etc. Enduser training, Compare both solutions and cost benefits etc.
Key Responsibilities
Objective Service
- Pick up incidents from dedicated ticketing system (Service Now) which require local resolution and resolve to working condition.
- Review and maintain documentation, which is used by Global Service desk (GSD) as knowledge base.
- Participate to the internal projects that Involve the Deskside IT Support (DSS) team.
- Participate in the improvement of the DSS support team processes, knowledge, organization.
- Raise end-user awareness about IT solutions by creating training material and providing training sessions to end-users when required.
Service Description
- Managing, operating and supporting Customer deskside hardware. Without limiting the generality of the foregoing, the deskside systems hardware shall include the following: desktop, laptops, thin clients, monitors, mobile devices, printers and general IT peripherals.
- Using existing Customer tools to record, track manage inventory and configuration data from workstations.
- Designing and implementing processes to achieve standardization (of both Customer's hardware and software) within the desk-side services environment, including documenting, implementing and communicating such standards.
- Performing integration testing in support of product implementation.
- Evaluating, recommending, (as requested and approved by Customer), implementing and supporting new Customer tools, technology solutions and processes related to workstations as required to meet Customer's business requirements as defined by and approved by Customer, including common directory, patch management, imaging, software distribution, domain architecture, virus protection, anti-SPAM and support environments.
- Deploying Customer workstations loaded with Systems Software and Applications Software (including new releases, enhancements and upgrades thereto) as requested by AGCS or Allianz Technology.
- Supply Hardware break/fix services, support, advice and assistance to End Users.
- Correcting incidents associated with hardware failure or maintenance.
- Maintain a level of documentation that reflects the complexity and diversity of the Desk-side Services environment and enhances the Hardware support process.
- Manage stock levels of hardware for break/fix to respond to Customer requests.
- Deploying new workstations and peripherals (eg, local printers, scanners and mobile-related Hardware), LAN-connected hardware and desk-side Services related software to meet Customer's business requirements.
- Performing Hard MAC's of hardware as required by AGCS or Allianz Technology.
- Providing maintenance and support for Desk-side Services related systems software and applications software that is generally distributed to End Users.
- Protect security of Desktop systems through effective management including evaluation, development, implementation and maintenance of anti-virus, anti-SPAM, malicious Software, O/S patching and laptop encryption.
- Analyse and report on local activities to management level
- Consistently propose and implement ideas to improve end-user satisfaction.
Experience
- Ideally, you have some years' experience as a Desktop Specialist/IT Supporter with experience working with Service Now or similar systems.
Education
- Bachelor IT Degree or equivalent
- ITIL Foundation Certified.
- MCP, MCSE certification are a plus
Personal qualifications
- Your interpersonal skills are of high importance.
- Strong communication skills in English & local language.
- Self-starting and following tasks until there are solved satisfactory.
- Progmatic, flexible and service minded.