Responsibilities: -

Implement and comply to Teleperformance Global Essential Compliance and Security Policy.
Perform Windows Desktop administration (modifying login scripts, rolling out Desktop changes through Group Policy, applying desktop patches, user account management, etc.).
Perform the system changes adhered to organizational policies.
Assist the Site IT Manager in the day-to-day management of IT operations.

Desktop/Laptop/Phones/Software Deployment: -

Deploy desktop/laptop hardware, software and images, and related peripherals (keyboard, mouse, headsets, printers etc.) according to company/clients requirements.
Install and maintain equipment and software ergo to quarterly approved version.

Maintenance and Support: -

Installs, maintains, and troubleshoots required client software and hardware, whether onsite or remotely.
Deliver support to company's devices to ensure all computers, network connections and software are functioning smoothly.
Provide excellent service and meet client needs while offering cost-effective technological solutions to the organization.
Configure end-user software, hardware and upgrade existing client desktops computers for best efficiency.
Provide 24 x 7 support.

Problem Solving & Troubleshooting (Tier-2 Service Desk Support)

Respond to Service Desk calls and/or Service Request cases.
Perform on-site analysis, diagnosis, and resolution of complex desktop device and phone unit problems for a variety of end users, and recommend and implement corrective hardware solutions, including offsite repair as needed.
Troubleshoots device problems in a timely and accurate fashion, provide end-user training and assistance where required, process trouble tickets based on department service levels.

Reports and Documentations: -

Develop and maintain an inventory management system of all CPUs, monitors, keyboards, hard drives, modems, printers, scanners, application software, licenses, operating system software, hand-held devices, software manuals, spare equipment, wireless devices, VOIP phones, and other related peripheral equipment.
Generates daily reports related to IT asset inventory, HW repair and SW licenses.
Accurately document instances of hardware failure, repair, installation, replacement and removal.

Miscellaneous: -

Evaluate new products and emerging technologies for suitability within the network infrastructure and the needs of the company.
Perform other duties assigned.

Environmental Attributes

Willing and able to travel.
Has some degree of flexibility and expects to work hours necessary to complete assignments on schedules that would satisfy the requirements of the job.
Self-motivated and directed.
Ability to maintain professional demeanor and confidentiality.

JOB SPECIFICATION: ASK Framework

Attitude

Skills

Must have an extensive knowledge of Windows 7 and latest desktop operating system.
Must have an experience with Windows operating system, antivirus knowledge, Microsoft active directory, cloud computing, and peripheral devices.
Must have strong knowledge and skills of MS Office products.
Must understand basic networking, telephony and desktop applications.
Ability to respond to various inquiries.
Ability to effectively present ideas and concepts to all levels of audiences.
Ability to work in a team-oriented, collaborative environment.
Ability to multi-task, must prioritize workloads and work under pressure in an ambiguous environment.
Demonstrate a strong desire to learn and grow with changing job requirements.
Possessing a customer-oriented mindset in solving client issues and ensure client satisfaction.
Adept understanding of Contact Centre industry.
Excellent verbal and written communication skills.
High stress and volume work tolerance.

Knowledge

Degree in Computer Science, Computer Engineering, Electronics and Communications Engineering and other related IT courses.
Equivalent complete IT training certification.
1-2 years experience as PC Specialist, Desktop Specialist, Technical Support or Telecom.
Analyst in an Enterprise setting preferred.

Internship- IT Engineer (Desktop Analyst)