Provide technical support on all Desktop related issues & provide an escalation point for other analysts.
Propose improvements to the infrastructure.
Participate in technical projects.
Monitor work queues and re-prioritise as required.
Follow, maintain, and assist in development of global support standards
Query and understand the Business needs and the way to satisfy these.
Ensure the availability of services during India and/or US business hours
Ensure the liaison with the other support groups, Business Units and external vendors in and out of India to resolve issues.
Validate the requests and raise the purchase of new hardware based on standards
Report on a regular basis to Senior Management
Ensure installation, upgradation and maintenance of IT infrastructures is done as per policies and Standards.
Produce the necessary reports & statistics to control the team productivity and give a proactive answer to re-occurring issues and for management & customers
Encourage and lead root cause analysis to prevent recurrenceExcellent TCP/IP, Citrix, Internet, Intranet, VPN (Virtual Private network), HVD, MS Outlook and other Office utilities knowledge is required.
ITIL V3 certification.
Good Knowledge of Microsoft BackOffice products.
Knowledge of WAN and LAN dependencies
Good technical skills combined with process and business knowledge
Knowledge of AV VC infrastructure.