Role Description:
Must-Have:
Build and install PCs, telephone systems, wireless Networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
Provides advice and guidance to colleagues regarding incidents
Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
Identify, log and resolve technical problems with software applications or network systems
Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
Ensure that work is carried out within agreed service levels and in accordance with department guidelines
Create, maintain, and distribute reports of progress to senior leadership
Migrating servers from Windows XP to Windows 7 or higher platform
Maintain client databases with up to date solutions and clear record of activities
Explain and document technical issues in a clear way to clients
Use call logging system to accurately record telephone requests
Good-to-Have:
Complete software packaging per the information listed in the package requirements form and activities to required timelines
Perform complex resolution activities to diagnose packaging issues and perform Quality Assurance activities to ensure package operates successfully in the customer environment
Work with Transitions/Transformation teams to complete solution packaging work as described by the statement of work. This includes all Process Change Requests (PCRs) during Transition/Transformation
Schedule distribution of software packages to target audience through distribution tool within the required duration and time frame and complete pre-distribution analysis to ensure the request includes the necessary information to fulfil the process
Update workflow management tools to ensure all Software Distribution activities are tracked and recorded
Report any issues that may compromise the distribution timeframes or success
Perform software distribution remediation on unsuccessful endpoints per account procedures
Provide deployment reports, drive actions with relevant teams to make sure 100 success ratio is achieved
Perform monthly patching and ensure 100 compliance
Strong Problem Solving and Analytical skills
Excellent communication (written/oral) presentation skills
Ability to interact with internal/external clients and handle escalations
Highly committed to meet the business objectives
Ability to build and maintain strong working relationships
ITIL knowledge
Competencies: Desktop Management - Infrastructure Services (IS)
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