Deskside Services at Richmond VA

3 weeks ago


Richmond, United Kingdom Siri InfoSolutions Inc Full time

Position: DesksideServices
Location: Richmond VAOnsite

Technical/FunctionalSkills

  • Respond andresolve IT related issues over the phone and tickets
  • Installation of operating system and userapplications
  • Troubleshoot hardware andsoftware issues
  • Configure maintain andtroubleshoot printers of all types including laser thermal andimpact
  • Developing documenting and maintainingdeskside operations and administration procedures in the Policiesand Procedures Manual.
  • Providing additionalresources as needed during Critical Situations.
  • Effectively managing number of Deskside Servicesresources to ensure appropriate levels of staffing for eachLocation.
  • Maintaining and providingEscalation contact list(s) for Deskside Services (including ThirdParty Suppliers).
  • Maintaining a continuousimprovement program that improves Deskside Services delivery andreduces the overall number of Escalated Incidents.
  • Identifying solutions that minimize the need to Escalateto Deskside Services (e.g. additional Authorized End User trainingSelfHelp support opportunities selfhealing opportunities automationscripts RCA).
  • Providing continuousimprovement and innovation for better Authorized End Userexperience (i.e. automation scripts knowledge base articles howtoinstructions etc.).
  • Participating incompliance activities including corporate audit security riskassessment and vulnerability remediation.
  • Managing any Service Requests (e.g. desktop mobile) whichrequire local interaction at the supported Locations.
  • Ability to prioritize tasks and to delegate them whenappropriate.
  • Ability to explain technicalissues to technical and nontechnical employees andcustomers.
  • Resolve Incidents and Problemsassociated with EUC Equipment and EUC Software and providebreak/fix support


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