Desktop Support

WE ARE LOOKING FOR LOOKING FOR DESKTOP SUPPORT FOR AN URGENT OPENING WITH ONE OF OUR ESTEEMED CLIENTS.

JOB TYPE: DESKTOP SUPPORT
LOCATION: GOTHENBURG
JOB TYPE: CONTRACT

JOB DESCRIPTION FOR DESKTOP SUPPORT
. Role Outline
Working within one of the organisation's campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end user support to co-ordination with vendor, client problem management team & other teams whilst delivering a high level of customer service and quality of service.

KEY RESPONSIBILITIES FOR DESKTOP SUPPORT:
Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
Follow-up/update ticket for every call to ensure timely closure.
Call ownership, drive to resolution and communication with customer.
Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
Proactive monitoring & Perform documented Escalation process.
Troubleshooting on Application Support (Off Shelf or Customized)
Troubleshooting on Printers & MFD's
Troubleshooting on VPN software and Collaboration tools
Troubleshooting on Password Reset tools and Remote Control tools
Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking
Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
Interaction with internal and external stakeholders

EXPERIENCE - ESSENTIAL FOR DESKTOP SUPPORT:
Exposure on ITSM ticketing tools
Working knowledge of ITIL framework.
Exposure to similar role 
Experience of working in 24/7 environment.
Experience on Desktop support, application support

EXPERIENCE - DESIRABLE FOR DESKTOP SUPPORT:
hands on experience in similar role.
ITIL V3 Service Desk Analyst

SKILLS AND KNOWLEDGE FOR DESKTOP SUPPORT:
Accredited certification on maintenance of PCs, mobile devices, laptops, operating systems and printers.
Preferably -
o CompTIA A+/Microsoft Certified Desktop Support Technician (MCDST)
o Microsoft Office Specialist (MOS)
o ITIL Service Desk Institute - Analyst.
Excellent verbal and written communication skills.

ABOUT THE EMPLOYER
The employer is a multibillion dollar global IT Services company which specializes in providing IT services, outsourced research and development, infrastructure outsourcing, business process outsourcing (BPO) and business consulting services to many global Fortune 500 clients across various verticals like financial services, retail, transportation, manufacturing, healthcare services, energy and utilities, technology, telecom and media.

ABOUT US

Avance Consulting Services is a global talent acquisition and executive search company. We work exclusively with some of the most reputed and admired clients across various sectors and geographies.

This is a very urgent role. Apply NOW with your updated resume in Word format. All selected profiles will be contacted within 1 day of application receipt.