Desktop Support Analyst

As a Desktop Support Analyst, you’ll join an open and sharing community with highly skilled colleagues, and you can come as you are and be at your best at NTT DATA Services Company.

For more understanding concerning the Desktop Support Analyst, this post has the requirements, responsibilities, and other pieces of information.

Job Details

• Name: Desktop Support Analyst
• Location:  Montreal, QC, Canada
• Company name: NTT DATA Services Company
• Salary:  CA$53675 per year
• Terms of employment: Full-Time
• Workings Days: Every day except on Sundays
• Benefits: Other Benefits.

Company Description

This role is responsible for the on-site integration of the company and multi-vendor systems solutions, including hardware, software, and networking products and operating systems.

On-site and remote installation, configuration, maintenance, troubleshooting, and repair of desktops, notebooks, printers, and associated peripherals.

Serves as company liaison with clients on administrative and technical matters. Interprets clients’ needs and clarifies if the responsibility for problem resolution falls to sales personnel.

Job Responsibilities Include:

1. Execute service delivery (IMAC, Break Fix, Desk Side Support) according to the Managed Client Policy & Procedure Guide.
2. Coordinates with Client End Users on expectations and availability to conduct Managed Client Services.
3. Performs troubleshooting, parts replacement, system upgrades, and bare deployments & repairs on Client Assets in campus / remote locations.
4. Identifies potential issues that could adversely impact End User experience and follow through on action steps.
5. Strives to meet all Client SLAs and customer Satisfaction Goals.
6. Escalate to Desktop Support Site Lead on issues that impact a Client End User and entire operation at a given site.
7. Serves as an entry point to develop technical and customer skills to grow into broader and more challenging field services roles.
8. Basic installation and maintenance of technical products following predefined procedures and tasks in everyday activities.
9. A more senior-level technical specialist regularly reviews work.
10. Reviews troubleshoots, and approves operational quality desktops, notebooks, printers, and associated peripherals.
11. Installs, maintain, and optimize desktop /notebook configurations at customer sites.
12. Diagnoses and resolves product performance problems.
13. Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
14. Instructs customers in operation and maintenance of the system.

Basic Qualifications

3+ years of desktop/technical support experience

Preferred Skills:

1. A+ Certification
2. Must have a proven customer service background
3. Knowledgeable of Windows Operating System environment
4. Must be able to comprehend and follow verbal and written technical instructions and scripts
5. Good oral and written communication skills
6. Physically able to lift and move Enterprise and Client technology hardware in our customer environments
7. Excellent interpersonal skills and ability to work collaboratively in a team environment
8. Basic customer interaction skills
9. Strong troubleshooting skills.

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