Desktop Support Specialist

Optimum Solutions (Registration Number: 199700895N)
Job Responsibilities:

• Role : Desktop Support Specialist
• Must have overall 5+ years working experience in Desktop Support
• 3+ years working experience in Assisting VIP users end-to-end.
• Provide support on IT request and break-fix to employees in person and through phone calls, chats and emails.
• Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
• Respond quickly to cyber, malware alerts and location outages.
• Utilizeremote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
• Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
• User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
• Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
• Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
• Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
• Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
• Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
• Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
• Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
• Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
• Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables.
• Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
• Provide hands-on support for networking devices and facilitating network upgrades.
• Manage IT Rooms e.g. alerts etc
• Support IT maintenance including power shutdown & DR.
• Leverage Office 365 tools internally to boost engagement and efficiency within the support team
• Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.