SENIOR DESKTOP SUPPORT ANALYST recruitment
Responsibilities:
• resolve, promptly and effectively all support calls relating to desktop software / hardware, installation and maintenance whilst demonstrating and delivering excellent customer service throughout
• maintain all relevant procedures and documentation, proactively identify recurring patterns and resolve, wherever possible by implementing long-term corrective action
• investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions
• participate in global projects, coach new and junior members
• respond promptly and effectively to calls concerning any query or issue regarding software and hardware used within the company that the Desktop Services group has responsibility for
• demonstrate and deliver excellent service to all clients at all times
• complete software / hardware installs, upgrades, ad hoc project activity, moves and roll outs as and when requested, to the satisfaction of all parties involved, this includes patching and first-line telephony responsibilities
• maintain a central library for the applications that the DSG has responsibility for, including reference manuals, installation guides; this includes keeping our hardware inventories, application profiles, procedure databases and the IT knowledge centre up to date and current
• call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate
• analyse calls, this includes proactively monitoring and investigating statistics, looking for trends and patterns to identify recurring problems to enable root cause analysis
• liaise regularly with IT management, all IT support areas, the Service Desk and clients in pursuit of best working practice for our team and client base
• assist when instructed to deliver our Business Recovery obligations
• provide intelligent hands-on support for all areas of the Infrastructure Services Group
Requirements:
• specialist experience in a client facing desktop support role, preferably gained within the Financial Services sector and / or a highly pressured environment
• more than five years’ experience in a desktop support role or equivalent technical role
• up to date knowledge of the technologies, equipment and software appropriate to the business, including Windows operating system platforms, PDA devices, Microsoft Applications and Network Fundamentals
• network and telephony patching experience
• basic Audio Visual experience
• proven track record of success coupled with proven knowledge of industry best practice for Desktop Support and Service Delivery
• excellent communication skills with the ability to understand and converse in English
• project leading experience a strong plus
• coaching experience essential
If you would like to apply for this role or find out more, please apply online or contact Marco Lau at Robert Walters on (852) 2103 5300 or marco.lau@robertwalters.com.hk quoting the Job Reference MVL/385600.