Desktop Support / Deployment Analyst

Desktop Support / Deployment Analyst

Performs installations, trains, maintenance, troubleshoots and repairs of all OpCo desktop hardware/software technologies.

• Performs activations and supports Mobility devices.
• Assists with setup, and operation of audio visual hardware as; required by end user.
• Determines appropriate hardware/software based on corporate policy and end user requirements.
• Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency, and follows up with customers on all issues.
• Escalates incident, and questions to appropriate support groups.
• Supports events, such as infrastructure changes, software releases and BCP etc.
• Provides timely updates to Management about service issues, when appropriate.
• Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.
• Assists administration and maintenance of non-desktop Technology Infrastructure component's at the request of other Service Towers.
• May assist with, installations, maintenance, troubleshooting and repairs of Office Telephony Systems.
• Uses corporate Incident Management System to record and track all support work.
• Maintains accurate hardware and software record using, Corporate Asset Management System for all corporate assets.
• Performs time tracking tasks, as required.
• May assist with the procurement of hardware and software.
• Supports team's abilities and functions through positive customer relations.
• Contributes to, improvement/enhancement of processes and procedures.
• Gains additional knowledge, and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members.
• Performs related duties as assigned by management.

Key Responsibilities

• Provides expert advice and consultation to colleagues.
• Escalates strategic issues and requests through senior on-site manager.
• Manages support for all office infrastructure technologies across all tiers within agreed timeframes, or SLAs.
• Collaborates with peers and Managers to define, enhance, and adhere to defined processes for all operational tasks.
• Maintains relationships with vendors and third-party service providers.
• Ensures the installation, training, maintenance, troubleshooting and repair of Desktop Technology hardware/software is completed according to SLAs.
• Escalates incidents and questions to appropriate support groups.
• Provides input improving processes and maintaining standards.
• Determines appropriate hardware/software based on corporate policy and end user requirements.
• Supports team's abilities and functions.
• Gains additional knowledge and stays abreast of current technologies; through employee/company sponsored training, periodicals, and regular interaction with other team members.

Requirements

• Previous experience within a similar Desktop Support position.
• Ideally graduate or equivalent level education.
• Ideally financial services / insurance industry experience