Desktop Support Technician

Responsibilities:

What will you contribute?

This position will provide onsite support for End User computer devices such as laptops/desktops, mobile devices, video conferencing equipment, and printers. The candidate will support VIP employees ( White Glove). The role will support incidents, service requests, IT onboarding and offboarding as well as basic IMAC responsibilities. The role will follow Finastra Asset management polices and procedures with the deployment, recovery and disposal of assets.

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:
• Manage Desktops and Laptops running Microsoft Windows and Apple MAC OS using current Finastra procedures,
• Manage end user devices with the existing tools supporting printers, desk phones, voice mail, Skype& Teams, application setup/support, , Mobile Devices,.
• Provide support to all authorized users who access Finastra provided services, Help Desk device and software from any location, troubleshoot remotely using Finastra tools and break-fix services as applicable

Provide status and updates on lncidents/ Problems at Finastra's request and according to severity guidelines.

Coordinate Help Desk Service related act¡vities with Finastra's Level 2 and Level 3 support teams, and communicate with the authorized Users as necessary. Status communications on ticket progress with the enduser/requestor to be done and documented ¡n each ticket.

Provide support for all video/audio conference end-points at all Finastra locations. (included vendor maintenance coordination and end user operational support)

All activities in relation with White Glove Services (i.e. open new tickets, follow tickets, ensure the correct tickets closing, etc.) on behalf of the White Glove authorized user is performed by desk side personnel / or remote Help Desk support

Perform asset tracking, inventory management and monthly reporting (asset details, location)

Required Experience:
• University Education or equivalent
• Strong Knowledge of PC , Mac Windows 10 and iOS
• Strong Customer Service and communication skills