Level 3 Desktop Support Analyst

Summary about this job

Detail information about job Level 3 Desktop Support Analyst. Terms and conditions vacancy

• Provide technical support and advice to our client staff and customers relating to various Microsoft desktop and server Operating Systems, Windows Server Print Queues, an extensive range of applications installed on the enterprise wide Standard Operating Environment (SOE) and particularly the below technologies:
  • Installation, configuration, and troubleshooting of Windows-based workstations in an enterprise environment.
  • Fundamental knowledge of Microsoft Windows Server 2008 and above.
  • Create and Maintain printer queues in an enterprise environment
  • A solid understanding of Active Directory Domain Services (AD DS). For example, domain user accounts, domain vs. local user accounts, user profiles, and group membership.
  • Basic understanding of security concepts such as authentication and authorization.
  • Basic understanding of scripting, Windows PowerShell and experience working from a command prompt.
• Liaise with stakeholders including business units and customers to troubleshoot problems and identify root cause of incidents.
• Develop and maintain relevant technical and procedural documentation.
• Using the ITIL based work flow tool Service NOW to accept, track progress of and complete assigned jobs in the Level 3 Support queue.

• Demonstrated ability to maintain and support a Windows Standard Operating Environment desktop and Windows Print Server environment, having a sound understanding of a wide range of Microsoft products and applications in addition to maintaining technical and procedural documentation relating to the systems and environment. Must possess at least 3 years' experience.
• Demonstrated high level technical support experience in a large/complex Microsoft enterprise environment, including demonstrated sound problem resolution capabilities.
• Demonstrated sound interpersonal skills including oral and written communications, liaison and negotiation and commitment to excellence in customer service.
• Demonstrated understanding of the Information Technology Infrastructure Library (ITIL) framework or the ability to rapidly acquire a sound understanding of the ITIL framework.
• Demonstrated ability to consistently display commitment to high quality customer service principles and practices.
• Demonstrated understanding of Public Service values covering ethical standards and a demonstrated self-awareness, professionalism and a proven commitment to Respect, Equity and Diversity in the workplace and health and safety principles and practices.