Onsite Support AnalystThe Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. On-Premises full-time position responsible as a second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.ResponsibilitiesProvide second-line investigation and diagnosisResolve and close incidents and service requests as per help desk procedures and allocated timelinesEscalate unresolved incidents and service requests within agreed timescalesLog incident and service request details per help desk proceduresCommunicate with customer regarding incident progressEnsure tickets are always updated until issues are resolvedConduct customer satisfaction callbacks and surveysComplete GET IT training for On-Site Support AnalystsComply with Quality, Health, Safety and Environment policies and IT policiesLiaise with customers, other IT support groups and third-party providers when necessaryPerform staging of PCs (Requires use of SRSS and/or Autopilot)Maintain Global Asset Management database with updates related to the assigned hardwareExperiencePerform hardware and software maintenance and supportParticipate in IT team events, follow up on objectives, and key performance objectivesTroubleshoot and resolve PC incidents and VIP requestsLiaise with third-party suppliers for hardware repairLiaise with SISC (Site Information Security Coordinator) on IT security issues and virus eliminationLiaise with Server Team when server maintenance is requiredSkillsParticipate in GeoMarket projects to accomplish common objectives. Participate as a key person in IT Domain structure.
Supervise suppliers to perform maintenance, IMAC of IT equipment. Collaborates with IT Management to ensure support methods are documented and up to date. Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently.
Engage with internal customers to provide efficient support and ensure business continuity.EducationHSDAbout US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions.US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.