Deskside Services, TATA Consultancy Services, Washington, DC
TATA Consultancy Services -
Washington, DC,
US
Deskside Services
Date Posted: 2024-05-04
Job description
- Respond and resolve IT related issues over the phone and tickets
- Installation of operating system and user applications
- Troubleshoot hardware and software issues
- Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact
- Developing, documenting, and maintaining deskside operations and administration procedures in the Policies and Procedures Manual.
- Providing additional resources, as needed, during Critical Situations.
- Effectively managing number of Deskside Services resources to ensure appropriate levels of staffing for each Location.
- Maintaining and providing Escalation contact list(s) for Deskside Services (including Third Party Suppliers).
- Maintaining a continuous improvement program that improves Deskside Services delivery and reduces the overall number of Escalated Incidents.
- Identifying solutions that minimize the need to Escalate to Deskside Services (e.g., additional Authorized End User training, Self-Help support opportunities, self-healing opportunities, automation scripts, RCA).
- Providing continuous improvement and innovation for better Authorized End User experience, (i.e. automation scripts, knowledge base articles, how-to instructions, etc.).
- Participating in compliance activities including corporate audit, security risk assessment, and vulnerability remediation.
- Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support