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Desktop Service - Sr

InvenSenseTaiwan

14 days ago

Job description

Responsibilities

Strategy & Planning

Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.

Acquisition & Deployment

Assist in software releases and rollouts according to Change Management best practices.

Conduct desktop product research to support PC procurement and development efforts. Evaluate and recommend products for purchase.

Write technical specifications for the purchase of PCs, desktop hardware, and related products.

Operational Management

Assisting in providing Level I and II Support.

Act as an escalation point for advanced or challenging help requests.

Build rapport with service desk customers.

Escalate problems (when required) to other groups.

Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and FAQ resources on the Internet or Intranet to aid in problem resolution.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.

Install anti-virus software and ensure virus definitions are up to date.

Perform preventative maintenance, including ensuring OS patch levels using Baramundi.

Test fixes to ensure the problem has been adequately resolved.

Perform post-resolution follow-ups.

Develop help sheets and FAQ lists for end users.

Reinforce SLAs to manage end-user expectations.

Train end users on how to use the Help Desk system to open tickets.

Position Requirements

Formal Education & Certification

College diploma or university degree in computer science and 2-3 years equivalent work experience.

Certification in Microsoft Operating Systems is a plus.

Knowledge & Experience

Knowledge of advanced computer hardware, including Dell, Lenovo, and HP laptops and desktops.

Experience with desktop and server operating systems, including Windows 7, Windows 11(.1), and Mac OSX.

Extensive application support experience with Microsoft Office and Outlook.

Working knowledge of a range of diagnostic utilities.

Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills.

Strong documentation skills.

Communicate in English and work with employees in English-speaking countries.

Personal Attributes

Ability to conduct research into a wide range of computing issues is required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly, business-friendly, and technical language.

Highly self-motivated and directed.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.

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