Job Description

Position Purpose: 

The primary job function will focus on the global support of desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings, and desktop administrative duties.

Job Responsibilities/ Accountabilities:

Work collaboratively across Business, IT Operations, IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and fine tuning, and keep desktops current with the latest patches and updates.
Responsibility for resolution of incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate, and ensure timely resolution of tickets (SLA) Guidelines.
Interface directly with and interview partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements, and escalation points. 
Follow best practices for desktop support with a focus on continuous improvement
Performs hardware & software installs, desk moves, adds and changes as required.
Apply trouble shooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware, and desktop applications.
Collaborate with application project teams by participating in project UAT testing for desktop dependencies
Work with IT Leadership for continuous improvement of customer satisfaction

Job Requirements: 

O365 Product Suite
Microsoft SCCM
General knowledge of infrastructure security, including Windows, Unix/Linux, desktop and mobile
2+ years of related experience in Desktop Support
Experience in Financial Services Industry a plus
Virtual Desktop Administration
Experience using remote support tools (e.g. LogMeIn)
Windows Desktop Administration (Win7/10)
Strong customer service and orientation in execution
Maintains a high degree of professionalism in actions, demeanour and dress.
Work with the Service Desk, Application Support, and infrastructure teams as needed for overall incident management
Evaluate critical systems, prioritize workflow and determine solutions
Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
Interpret and apply laws, regulations and policies
Read and understand technical manuals
Work for extended time at keyboard/terminal
Maintain effective working relationships with supervisor and co-workers
Work flexible hours, including weekends and evenings when required
Strong work ethic and emphasis on attention to details.
Ability to maintain professional demeanour under stress.
Ability to operate effectively in a team environment with both technical and non-technical team members.
Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
Must be able to lift, squat, bend, twist in the installation of various desktop equipment up to 20KG.
Must be authorized to work in the US for any employer
Educated to A-Level\Degree standard
Specific certifications i.e., A+, Network+, HP, Dell, Microsoft, and others as required

Physical requirements/Working conditions:

Climate controlled office environment
Minimal physical requirements other than occasional light lifting of boxed materials
Dynamic, time-sensitive environment