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Desktop Support Associate

1 month ago

Langley, Canada NTT DATA Full time

**Company Overview**: Req ID: 301261
- Executes service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
- Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps.
- Utilizes advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs.
- Strives to meet all Client SLAs & Customer Satisfaction Goals.
- Escalate to Field Services Management on issues that impact the entire operation at a given site
- Provides technical feedback to Level 1 Service Desk and Level 2 Field Service on technical / process issues that be used to improve overall service delivery.
- When required - provides onsite shadowing and Hand and Eyes for vendors and other towers.
- Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
- Basic installation and maintenance of technical products.
- Follows predefined procedures and tasks in everyday activities.
- Work is regularly reviewed by a more senior level technical specialist.
- Reviews, troubleshoots and approves operational quality desktops, laptops, and associated peripherals.
- Diagnoses and resolves end user computer performance problems.
- Performs end user computer maintenance and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
- Instructs customers in the operation and maintenance of the system.

**Required Skills**: 2+ Years of Experience with IMAC, Break Fix, Desk Side Support

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