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Desktop Service - Sr

Desktop Service - Sr

InvenSenseTaiwan
19 天前
職務描述

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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    Sr • Taiwan