Provide swift and professional deskside IT support
Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
Utilize the BLK ticket management system to record, update and resolve tickets from the Helpdesk
Collaborate with other support groups across global locations to help troubleshoot client issues
Utilize BLK tools for building, monitoring and troubleshooting client devices
Participate in Disaster recovery testing exercises
Upholding procedures for logging, reporting, and statistically monitoring desktop operations
Write technical support and client documentation in form of Knowledgebase articles
Meet or exceed expected customer service levels
Other duties as assigned by the Level 2 Support Manager
Job Requirements
Details:
Excellent proven track record supporting clients in a financial environment
Excellent proven customer service-based approach
Proven ability to prioritize tasks and issues according to the business impact
Good written and verbal communication skills
Good time management skills
Able to work in a high-pressure environment
Strong organizational and analytical skills
Ability to multi-task and work under pressure
Ability to work autonomously and within team
Flexible and proactive with a will do attitude
Takes responsibility and follows through on issues to closure and root cause resolution
Demonstrable desire to achieve
Good knowledge about Technology & IT Hardware
Experience in OS migration would be an advantage (like Win11 migration)
