Deskside Support Analyst


Salary:

DOE

Location:

Charlotte, NC

Date Posted:

May 24, 2019

Employment Type:

Contract to Full Time

Job Reference:

03200-9501935415

Staffing Area:

Technology & IT


Description
? Undertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client.
? Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.
? Provides technical expertise to enable the correct application of operational procedures
? Contributes to the planning and implementation of maintenance and installation work
? Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.
? Has an understanding of installing many of the items of hardware and/or software to be found in own organisation; has also acquired expertise in several areas of installation
? Displays a responsible attitude to following procedures, keeping records, and caring for equipment and other assets.
? Has a good knowledge of at least one software platforms and good knowledge of two or more system software products which are used by the organisation. Has a good understanding of the system interfaces.
? Has good oral communication skills and takes an analytical approach to problem solving. Is familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in own organisation.
? Corrects malfunctions, calling on other experienced colleagues and external resources if required, and initiates action to ensure best use is made of available network assets.
? Reports details of all hardware/software items that have been installed and removed, ensuring that all change management and configuration management procedures are followed, and taking responsibility for maintenance and reconciliation of equipment and user databases.

Please email resume to [email protected]
Requirements
A minimum of 2 years experience of:
? Working in a Service Desk providing support to a complex customer base
? Diagnosing and resolving complex IT related support requests (hardware, software and applications)
? Processes and procedures based on the ITIL Framework (Incident, Problem, Change etc.)
? Contributing to the improvement of service processes and customer satisfaction
? A+ Certification

Please email resume to [email protected]
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Charlotte, NC

201 South College Street, 15th Floor
Suite 1500
Charlotte, NC 28244
us
704.342.7982
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