Job Description (Posting).
Job Title: Remote Desktop Support analystReporting to: Remote Desktop Support LeadMinimum Experience 1-3 Years of Service desk / Remote Desktop support As a member of the Remote Desktop Support team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users and peers. The candidate will support the end user remotely. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the team. The candidate will also provide dispatch support to onsite technician.Job Description As a Remote Desktop Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities: Provide remote support over the phone or chat to customer that includes: Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software. Perform software updates, Configuration changes, or Software installations. Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed. Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades. Hands on experience on Windows/MS Office Troubleshooting. Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices. Install software for and troubleshoot a wide range of applications. Conduct remote troubleshooting, Guide users with simple, step-by-step instructions. Understanding of SharePoint/Active Directory/Citrix-VDI/SCCM/App Packaging/Print Services technologies. Desired Qualifications: BS/BA/BE in Computer Science, Information systems, or an equivalent combination ofeducation or Experience: One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting. Experience with various desktop systems, operating systems, and diverse technical environments. Excellent customer service orientation and verbal communication skills. Should be comfortable with night shifts. Good Experience of Incident Management/ITIL Process. Job Title: Remote Desktop Support LeadTeam Leaders play extremely important role in motivating company's teams and ensuring their success. Some of their duties include communicating company goals, safety practices, and deadlines with designated teams. They are responsible for motivating team members and assessing their performance and evaluation. Desired Qualifications: BS/BA/BE in Computer Science, Information systems, or an equivalent combination of educationExperience: 2.5 years of experience as a Team Leader or similar role 4 years of technical experience (SD/RDS) In-depth knowledge of performance metrics Good PC skills, especially MS Excel Experience with organizing training programs Sense of ownership and pride in your performance and its impact on company s success Critical thinker and problem-solving skills Team player Good time-management skills Great interpersonal and communication skills Degree in Management or training in team leading is a plus (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.