Desktop Services role is ensuring proper computer operation so end users can accomplish business tasks.
This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
-Strategy & Planning
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
-Acquisition & Deployment
• Assist in software releases and rollouts according to Change Management best practices.
• Conduct desktop product research to support PC procurement and development efforts. Evaluate and recommend products for purchase.
• Write technical specifications for the purchase of PCs, desktop hardware, and related products.
-Operational Management
• Assisting in providing Level I and II Support.
• Act as an escalation point for advanced or challenging help requests.
• Build rapport with service desk customers.
• Escalate problems (when required) to other groups.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet or Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including ensuring OS patch levels using Baramundi.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Train end users on how to use the Help Desk system to open tickets.