SPECIALIST II, END USER COMPUTING

OVERVIEW

Main Objectives and Duties:

1. Maximum access/availability for all desktops.
   • Maintains daily monitoring and preventive maintenance to maintain desktop performance.
   • Performs daily inventory for all IT Equipment.
   • Submits real time report to Supervisor for all busted/damaged equipment.
2. All Software/ tools needed by all department are installed and updated.
   • Informs Technical Support Supervisor before installing any software.
   • Follows work instructions on installing software, drivers, tools.
   • Updates Software inventory file.
3. All legitimate internal Customer requests are catered on a timely manner.
   • Monitors and updates Helpdesk Request in real time and provides proactive approach on catering client requests.
   • Escalates advance desktop issues to next level if needed.
4. All security policies and procedures are being applied to all Desktop equipment.
   • Performs weekly evaluation/inventory on desktop equipment.
   • Follows work instructions on applying security policies and procedures.
5. Maximum access to network connectivity for all Desktop equipment.
   • Coordinates in a timely manner to Technical Support Supervisor and NOC Team for any network abnormalities.
   • Ensures all equipment are physically, properly connected and configured.
6. Monitoring of all downtime issues and report immediately to all appropriate personnel.
   • Monitors Skype Official Chat Groups for any issues.
   • Monitors emails for any issues.
   • Follows IT escalation procedures.
7. Provision of training/coaching to Technical Support II.
   • Provides coaching/training to Technical Support II when needed.
   • Next level of escalation for Level 2 tech support.
   • Assist clients on high/moderate level IT Concerns.

QUALIFICATIONS

• Tech/It degree.
• At least 1 year of experience.
• Documentation and Reports: Knowledge of appropriate data/information to be collected, reported, and monitored. Ability to extract, compile, assimilate, organize, and store in printed and electronic form such data/information required for reporting and monitoring purposes.
• Problem Solving: Ability to identify problems, determine possible solutions, and actively work to resolve the issues using various problem solving tools and techniques.
• Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources, and identify alternative actions. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach. Information Technology
• Ability to understand and apply the IT processes and tools (hardware and software systems) used to develop systems supporting the effective flow and use of information as a strategic company resource.
• Communication: Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.