End User Services - Desktop Support

#INDISTNTT DATA's Client is seeking a End User Services - Desktop Support team member to provide desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity.Responsibilites

• Performs troubleshooting for hardware, software and system problems.
• Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity.
• Utilizes previous experience to reach resolution and will contribute to knowledge management system(s).
• Responds to customer requests received via the Service Management application.
• Fulfills requests of moderate to high complexity.
• Interacts with the customers in a courteous and professional manner.
• Assists in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes.
• Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including deployment of new devices.
• Identifies potential issues that could adversely impact end-user experience and takes corrective action.
• Participates in low complexity local and enterprise projects.
• Performs proactive maintenance on devices.
• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request Fulfillment and Problem Management.
• Understanding and adherence to policies and procedures.
• Escalates issues when necessary.