What are the responsibilities and job description for the Desktop Support Technician position at NTT Data Services?
The Desktop Support Analyst (Technician) will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, and Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
Role Responsibilities
- Execute service delivery (IMAC and Desk Side Support) according to Managed Client Policy & Procedure Guide.
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
- Identifies potential issues that could adversely impact End User experience and follows through on action steps.
- Strives to meet all Client SLAs & Customer Satisfaction Goals.
- Experience in Windows
- Experience in Active Directory, Imaging, and SCCM
- Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
- Basic installation and maintenance of technical products.
- Follows predefined procedures and tasks in everyday activities.
- Work is regularly reviewed by a more senior level technical specialist.
- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
- Installs, maintains and optimizes desktop /notebook configurations at customer sites.
- Diagnoses and resolves product performance problems.
- Performs maintenance and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
- Instructs customers in the operation and maintenance of the system.
Basic Qualifications
- 3 years desktop/technical support experience
Desired Skills:
- Knowledge of Dell Desktops, Laptops and Printers
- Dell Certified is a plus
- Apple Iphones
- Must have a proven customer service background
- Knowledgeable of Windows Operating System environment
- Physically able to lift and move Enterprise and Client technology hardware in our customer environments
- Excellent interpersonal skills and ability to work collaboratively in a team environment
- Strong troubleshooting skills
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