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Job ResponsibilitiesDesktop Support Technician will provide end-user technical support and desk-side assistance. The platforms supported are Windows XP, Windows 7, Microsoft Office, Dell Computers, Networked Printers, Blackberries and other mobile devices. He will be responsible for receiving inquiries and issues from users and using your expertise to determine the root cause of incidents. He will install, configure, troubleshoot, diagnose and resolve issues with PC s, laptops, network connectivity, printers and peripheral.Other responsibilities of the PC Technician role include:Antivirus Installation, Configuration and troubleshooting any issues.Interfacing directly with internal customers with a professional and positive demeanorUpdating ticketing system to reflect work in progress or completedHandling printer deployments and resolving break/fix issuesManaging PC relocation per Move/Add/Change requestsInstalling and upgrading hardware and softwareSupporting Blackberry/air card/wireless devicesSetting up and supporting VPN accountsSubmitting orders for partsOn-Call support during weekend(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training s, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.