About This Role:
As a GUSS Deskside Support Specialist in the Information Technology department, you will be integral to the seamless operation of our technical support services. Your role encompasses a wide array of responsibilities, including onboarding support, hardware and software provisioning, VIP support, and event assistance. Through effective collaboration with regional IT managers and infrastructure teams, you will ensure high customer satisfaction and contribute to the continuous improvement of end user productivity tools and technologies. As the cornerstone of our IT Deskside Services, you will bring substantial value to the business by maintaining smooth operations, minimizing escalations, and providing a reliable service experience. Situated within the Global User Support Services function, you will have the opportunity to impact our company's technological agility and efficiency.What You’ll Do:Provide comprehensive hardware and software support to office, field-remote staff, and VIPs, including desktops, laptops, mobile devices, and AV systems.Perform asset management tasks such as hardware inventories, device allocations, provisioning, and deprovisioning.Manage GUSS/Deskside Incident and Request tickets according to defined SLAs and OLAs, and address unassigned tickets promptly.Serve as a single point of contact for IT infrastructure and GUSS Service matters, escalating issues to regional managers as necessary.Contribute to the automation and continuous improvement of support processes.Setup and support conference room technologies, ensuring meeting room service levels are upheld.Support Investor Relations and other critical communications involving internal and external stakeholders.Oversee mobility Incident and Request ticket management to meet SLA requirements and contribute to service improvement.Ensure lab support Incident and Request tickets are managed effectively and lab equipment protocols are followed.Maintain appropriate stock levels for equipment and update IT asset management systems for global reporting accuracy.Manage equipment deprovisioning processes including data handling and legal compliance.Support global and regional IT projects, office moves, expansions, refits, and infrastructure room space coordination.