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
- Integrity
- Customer focus
- Innovation
- Communication and interaction skills
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.
