Advanced On-site Support Specialist
2 months ago
About Fujitsu Desktop Support Role
We are seeking an experienced IT professional to join our team as a Desktop Support Specialist. As a member of our support team, you will provide 2nd level support to a Federal Government customer, ensuring prompt resolution of Incidents and Service Requests.
Key Responsibilities
- Provide high-level customer service throughout all communications with the end user.
- Respond efficiently to all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements, and Key Performance Indicators.
- Continue to record into the standard service management software all activities performed as part of the management of all issues or queries worked on, up to and including closure.
- Participate in team meetings to focus the team on key activities of improvement, achieving weekly performance targets.
- Recommend improvements in processes where identified to the Desktop Team Leader, to support consistent and efficient delivery of business outcomes and reduce variances.
Requirements
- Ability to provide Windows 7 and Windows 10 technical support.
- Ability to provide thin and thick client end-user support.
- Ability to provide remote support of software and hardware.
- Demonstrated understanding of ITIL principles.
- Ability to liaise with multiple vendors, customers, and stakeholders at a technical level.
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