Desktop Management

7 months ago

Montréal, Canada AstraNorth Full time

**Role Description**:

- Incident handling: including troubleshooting, break fix; follows incident management process.
- Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
- Queue management for incident resolution and request fulfillment.
- Desk side support provides support in both local language and English.
- Perform ICMS and PC sign off on every PC deployment and collection
- Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services. ? Conduct end user device and related testing
- Perform site inspection? Perform end user device inspection
- Provide status update to the ticketing tools in a timely manner.
- Assist in end user support or consultations.
- Address day-to-day desktop support process issues.
- Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
- Receive, diagnose, assess and resolve Deskside Incidents that pertain to the following:

- Perform troubleshooting and diagnose issueo Complete re-image is performed if required.
- In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control.
- Arranging on-site access & support, when required
- IMAC's - Prepare new and existing equipment for deployment
- Move existing equipment (PC, notebook, Thin Client, network printer etc....) and update configurations, as necessary.
- Change an existing hardware/software component and verify functionality upon completion
- IMAC Update in CMDB' Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
- Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install

**Experience (Years): 4-6**

**Essential Skills**:

- Strong English & local language proficiency and inter personal skills.
- Provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc
- Experience in Windows & non-Windows Operating environment
- Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
- Provide and maintain warranty/maintenance documentation for Assets, to be included in Operations Manual.
- Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
- Determine and execute system reconfiguration needs.
- Establish end user service level agreements.
- Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
- Supervise complaint ticketing system and follow timely resolution of all work orders.
- Creation/restoration of images and up gradation of patches using SCCM.
- Ability to participate in the design, architect and engineering of software deployments/installation process.
- Demonstrated ability to provide user support by means of remote access tools.
- Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them.

**Desirable Skills**:

- Knowledge on Asset management.
- Preferred Certifications: MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation / Intermediate.
- Good to have service transition experience.

**Job Types**: Full-time, Fixed term contract

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: Hybrid remote in Montréal, QC

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