Remote desktop support
This requirement is valid till 29-01-2020
Banking & Financial Services
Job Description with Roles & Responsibilities:
Coordinate desktop changes to avoid deployment collisions.
Prepare requests for rollout
Prioritize change requests
Create rollout plans for changes requests
Coordinate implementation process
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes.
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
Microsoft environment knowledge (desktop & server).
Have some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Understanding and experience of change management process.
Phone support experience necessary.
Technical Service desk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center,
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
Internet browsers (e.g. Explorer, Chrome, Firefox),
Support for laptop, desktops, and printers
PDA and blackberry support
Other Skills / Experience
Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change
Provides technical support for hardware, software and network related issues to end users.
Knows the company's mission, vision, and values.
Provide support to end user for VDI related issues.
Provides technical support for all transcription platforms (eScription, EMDAT, Dictaphone etc.)
ID Management for AD, MDaemon email server, IM Spark and Dictaphone DC VPN
Asset Management. Coordinates with IT Infrastructure team for asset management.
Ensure all the systems/ Laptop are up to date with regard to windows and Symantec updates.
Setting up and issuing of new Laptop to employee as per Infrastructure team instructions.
Timely solution of the tickets raised by the end users for technical issues.
Coordination with network team for ISP related technical issues.
Coordination with Onshore support team for any technical issues.
Coordination with GSD for Office 365 and Skype related issues.
Coordination with the vendors for any hardware issues or replacements.
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