**Role**: Desktop Management - Infrastructure Services (IS)
• *Location**: Montreal
• *Description**:
• *Incident handling**: including troubleshooting, break fix; follows incident management process.
• *Service Requests**: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component
Queue management for incident resolution and request fulfillment.
Desk side support provides support in both local language and English.
Perform ICMS and PC sign off on every PC deployment and collection
Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
Conduct end user device and related testing? Perform site inspection
Perform end user device inspection
Provide status update to the ticketing tools in a timely manner.
Assist in end user support or consultations.
Address day-to-day desktop support process issues.
Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
Arranging on-site access & support, when required
IMACs - Prepare new and existing equipment for deployment
Move existing equipment (PC, notebook, Thin Client, network printer etc....) and update configurations, as necessary.
Change an existing hardware/software component and verify functionality upon completion
IMAC Update in CMDB
Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install
• *Essential Skills**:
Must-Have
1. Strong English & local language proficiency and inter personal skills.
2. Provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc
3. Experience in Windows & non-Windows Operating environment
4. Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
5. Provide and maintain warranty/maintenance documentation for Assets, to be included in Operations Manual.
7. Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
9. Determine and execute system reconfiguration needs.
10. Establish end user service level agreements.
11. Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
12. Supervise complaint ticketing system and follow timely resolution of all work orders.
14. Creation/restoration of images and up gradation of patches using SCCM.
15. Ability to participate in the design, architect and engineering of software deployments/installation process.
16. Demonstrated ability to provide user support by means of remote access tools.
17. Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them.
