Desktop Support - Gothenburg

U3 OR U4
EXCHANGE: Knowledge on functioning and configuration of Microsoft Exchange client.
AD: Knowledge on - Active Directory, Proxy, DNS, Group Policy.
NETWORK: Knowledge on - LAN setup, basic routing and switching, passive networking.
DESKTOP SECURITY: Knowledge on - Antivirus deployment and update, patch management, monitoring and reporting.
DESKTOP, LAPTOP, HANDHELD DEVICES: Knowledge on - build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.

PRINTERS: Hands on experience on managing printers (Local & Network printers).

TOOLS: Hand on experience on ITSM tools like HPSM, BMC Remedy.

ITIL: Knowledge of ITIL processes and procedures.

- Excellent in verbal, written communication, presentation skills
- Problem solving abilities.
- Can perform under stressful and stringent timelines with minimal help with ownership
- Take ownership to manage deliverables across multiple internal and external projects on a global basis without any help from peers

Printer/Fax support;
Backup system support;
-Updating current infrastructure;

Deploying new equipment; - Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
- Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
- Provide initial assessment of urgency and business impact on all support calls.
- Manage service requests, software installations, new computer setups, upgrades, etc.
- Record incident resolutions in the Help Desk tool.
- Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
- Support the following technologies: Microsoft Office 2007 products - Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC's, basic LAN/WAN connectivity and others as assigned.
- Ability to work independently and in a team environment.
- Ability to communicate well with internal and external contacts.
- Manage a team and motivate and get the best out of them.
- Strong problem resolution skills required.