Must Have:
1. Primary focus on day-to-day operational tickets.
2. Desktop/laptops Support- Hardware, Software, Apps Installs/Setups, printers, phones, network, Windows, UNIX, and Linux systems
3. VOICE/DATA Support: Manage and handle Analog/Digital/VOIP phone
4. IT Ticket queue management and follow process.
5. Analyst will be responsible for managing his/her queue. Including documenting work and communication through Service now ticketing system. They are required to contact the customer within 24 hrs. of receiving the case and follow-up, should be done according to the established DFS standards. Service now work orders should contain detailed information pertaining to the case as well as the resolution. Email communication is required through the ticketing system. Cases are expected to be completed on or before set Service Level Agreements
6. Supporting Smartphones which include both Android & IOS on the configurations & Troubleshooting.
7. ONCALL Support - Analyst/s will be assigned to afterhours ONCALL support on a need basis. The responsibilities are for 24/7 DFS support if required
8. WALKUP CENTER/IT SUPPORT CENTER - A central location for the customer to Walk-in with their issues. Attend to customer and cater to their IT Needs.
9. A Team player willing to support other IT Team members on a need basis.
10. Standardizing service delivery through creation of knowledgebase and standard operating procedures.
11. Partner with cross functional service teams to provide support for critical issues
12. Debug & provide solution to SW & LAB customers need
Good to have:
1. Standardizing service delivery through creation of knowledgebase and standard operating procedures.
2. Partner with cross functional service teams to provide support for critical issues
3. Debug & provide solution to SW & LAB customers need
