Deskside Support Resume Samples

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MS
M Smitham
Margaret
Smitham
18499 O'Connell Crossing
Phoenix
AZ
+1 (555) 854 9839
18499 O'Connell Crossing
Phoenix
AZ
Phone
p +1 (555) 854 9839
Experience Experience
05/2016 present
Detroit, MI
Deskside Support Engineer
Detroit, MI
Deskside Support Engineer
05/2016 present
Detroit, MI
Deskside Support Engineer
05/2016 present
  • Identify opportunities for improvements in consistency and performance of troubleshooting, and implement these improvements
  • Assist with network and security management
  • Assist with user management. (Adding and deleting users from AD, working with emails, etc.)
  • Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads
  • Assist with systems development
  • Drive continuous improvement in working practices and quality of customer support
  • Monitor printers, copiers, and fax machines to make sure they are working properly and getting regular maintenance
07/2010 01/2016
Los Angeles, CA
Deskside Support Analyst
Los Angeles, CA
Deskside Support Analyst
07/2010 01/2016
Los Angeles, CA
Deskside Support Analyst
07/2010 01/2016
  • Documenting and resolving incidents within the prescribed processes and SLAs (Service Level Agreements)
  • Assisting the team with providing technical support via the telephone, Microsoft Lync and video conference
  • Proven working knowledge of the Windows Operating System
  • Operational expertise in monitoring and maintaining current systems / processes
  • Provide an accurate record of each call in incident management tracking tool
  • Responsible for meeting specified service level standards
  • Follow all escalation procedures according to service level agreement
06/2003 02/2010
Philadelphia, PA
Junior Deskside Support Engineer
Philadelphia, PA
Junior Deskside Support Engineer
06/2003 02/2010
Philadelphia, PA
Junior Deskside Support Engineer
06/2003 02/2010
  • Provide local assistance with wider infrastructure teams – providing local technical resource
  • Provide regional office support to other offices across the EMEA region
  • Provide proactive swift and professional end user IT support
  • Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, recommend and implement corrective solutions
  • Excellent proven track record supporting end user professional environment
  • Collaborate with other support groups across global locations to help trouble shoot user issues
  • Supporting team members technically
Education Education
Bachelor’s Degree in Professionalism
Bachelor’s Degree in Professionalism
Seton Hall University
Bachelor’s Degree in Professionalism
Skills Skills
  • Excellent verbal and written communications skills; ability to frame technical information in an appropriate fashion based on target audience
  • Comprehensive knowledge of Windows operating system, applications and computer hardware
  • Telco knowledge and experience
  • Solid client service and interpersonal skills is core to this function
  • Strong organizational and analytical problem solving skills
  • Proven ability to work independently with little supervision as well as in a team environment
  • Able to operate effectively in stressful situations, e.g. during a system outage affecting critical systems and to dealing with users effectively and calmly
  • Project management experience
  • Previous experience in Production Support, Change Management role
  • Experience with Remote Access (including SecurID), Virtualization, Citrix & VPN
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15 Deskside Support resume templates

1

Deskside Support Engineer Resume Examples & Samples

  • Analyze each specific request and determine the underlying problem and recommend proper solution
  • Strong communication skills to be able to work with employees to troubleshoot technical issues
  • Ability to respond calmly to high pressure situations and to professionally communicate with nontechnical staff, executives and vendors
  • Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory, Exchange, desktop imaging
  • General issues resolution for Exchange, BES, Citrix, Firewalls, VPNs, Polycom Video Conferencing and other more advanced pieces of infrastructure
  • Experience with Mobile device support, desktop imaging and Microsoft Lync
2

Deskside Support Resume Examples & Samples

  • A Bachelor’s degree or equivalent experience with a major or minor in information technology or industry certifications
  • Minimum of five years experience in call center, local area networking
  • Wide area networking, server and desktop technologies with a demonstrated proficiency in a specialty area such as voice, data, network or computer telephony integration
3

It-deskside Support Representative Resume Examples & Samples

  • Cross function and cross location people & performance management
  • Overall responsibility on IT end user support team and SZ IT team related matters
  • Interface and service delivery management role for business units located in GDC Shenzhen
  • IT communication interface and SPOC
  • People & performance management, Strategy orientation, Cost consciousness, Communication skills
  • Development & Learning Orientation
  • Leadership and collaboration Skills
  • Customer / Quality Focus, proactive approach to problem identification
  • Judgment and Decision Making
  • People Management Ability
  • Result Orientation
  • 12+ years
4

Direct Hire Deskside Support Resume Examples & Samples

  • To provide technical computer support to the firm in a timely and responsive manner
  • Manages support calls for the team through HEAT
  • Maintains documentation on all tasks assigned
  • Assists the team in meeting established targets and goals
  • Provides 24 hour on-call emergency assistance when needed
  • Monitors Firmwide PC, laptop, palmtop, printer standards and configuration development and controls
  • Prepares monthly report of personal accomplishments and project updates for the Firmwide Support Manager
  • Bachelor’s degree, two year technical degree, or three (3) years of experience in the technology field
  • Minimum two (2) years of previous training experience
  • Subject Matter Expert on the Windows Operating System as well as on computer hardware and software
  • Demonstrated thorough knowledge of MS Office suite applications as integrated with DOCS Open
  • Ability to work as a technical professional in a high-pressure law environment
  • Ability to present technological problems, problem solutions, and new technologies to nontechnical personnel
5

Deskside Support Representative Resume Examples & Samples

  • Resolve client hardware/software PC problem tickets
  • A technical knowledge of the supported platform is required as well as a working knowledge of the hardware
  • Resolve tickets within the client Service Level Agreement (SLA) and obtain a high client Satisfaction Rating
  • Demonstrated verbal and written communication skills are preferred
6

Workspace Executive Deskside Support Analyst Resume Examples & Samples

  • Ability to interface effectively with all levels of the organization including the executive branch
  • Gather business requirements and deliver technical solutions utilizing Enterprise standards
  • Development and maintenance of end-user profiles including hardware, software and operational needs/preferences
7

Deskside Support Team Leader / Technician Resume Examples & Samples

  • Previous technical service leadership experience
  • Ability to provide support in both Windows and OS X operating systems
  • Ability to provide support in iOS and Android mobile operating systems
  • Receive support requests from eBay employees and guide them through resolution/fulfillment
  • Manage inventory and assist other members of the technical support team
  • Ensure employee requests are serviced in a timely and thorough manner
  • Author technical knowledge articles based on customer interactions
  • Contribute to the continuous improvement of our team
  • Provide coaching and guidance to improve individual and team performance
  • Consult with employees, matching individual/department needs to technologies that enable and improve efficiency
8

Deskside Support Representative Resume Examples & Samples

  • 3+ years of experience with in Level 2 Deskside Support role
  • 3+ years of experience supporting WINDOWS 7 or greater and MICROSOFT OFFICE
  • Some experience with MAC
9

Deskside Support Representative Resume Examples & Samples

  • Supervision of the company IT system and usage according to WPP/SOX standards
  • Provides users with appropriate support and advice
  • Provides new software, software updates installation on network elements and workstations
10

Deskside Support Analyst Resume Examples & Samples

  • Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment
  • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
  • Follow all escalation procedures according to service level agreement
  • Use remote control tool to assist end users when needed
  • Provide an accurate record of each call in incident management tracking tool
  • Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
  • Act as a technical resource to others to resolve problems, issues, errors or related
  • Anticipate customer needs and proactively identifies solutions
  • The role will require after hours support and may require work beyond 40 hours
  • 1+ year helpdesk support experience
  • 1+ year hands-on experience in a business environment
  • This position requires after hours support
  • Must be able to lift 40+ lbs
11

Hands on Deskside Support Representative Resume Examples & Samples

  • Should be familiar with hardware diagnostics – doesn’t need to be able to make hardware repairs but should be able to troubleshoot
  • Should also know wireless setup and be familiar with anti-virus
  • Must be comfortable with imaging and data migration
  • Lotus Notes experience is required since they are a Lotus Notes shop
  • Should be comfortable with MS Office
  • MS Office 365 is preferred since that is what they are migrating to
  • MS Cloud is preferred
12

Deskside Support Engineer Resume Examples & Samples

  • Using the current BlackRock call ticket management system, update all allocated calls on a no less than daily basis
  • Keep in regular contact with the support team throughout the day
  • Manage tasks/projects allocated to you within the given time scales, seeking advice where necessary. Ensure that the relevant end user and also your team members are kept up to date with the progress of all projects
  • Machine builds are to be carried out using the latest installation process
  • Keep users apprised of an estimated time of resolution and continue to call periodically with progress reports
  • Keep in regular contact with other country desk side support teams for knowledge sharing, cross training, and synchronization in project efforts
  • Attend team meetings
  • Strong knowledge of Microsoft products (Office, Internet Explorer, Communicator, Windows)
  • Strong knowledge of PC and related hardware (Dell and HP products)
  • Good working knowledge of networks (WAN, LAN, Firewalls, etc)
  • Experience with Blackberry™ support
  • Experience with thin client technology and VMWare
  • Experience with RSA, CITRIX and Cisco VPN
  • Experience with Cisco phone systems would be considered an advantage
  • Experience with Citrix would be considered an advantage
  • Experience with HP Service Manager 9 would be considered as advantage
  • Competency with scripting, WMI, VBA, and SQL would be considered an advantage
  • Experience with Windows server and server hardware would be considered and advantage
13

Site Support Technician / Deskside Support Resume Examples & Samples

  • 3+ years’ experience in an IS service delivery organization
  • Strong Microsoft Windows/Office Troubleshooting
  • Troubleshooting of Laserjet/Thermal (Zebra) Printers
  • Troubleshooting of Symbol/Motorola RF guns
  • Imaging of desktops and laptops using Microsoft Deployment Toolkit
  • Perform basic asset/inventory management
  • Conceptual understanding of design, implementation and administration of current communication technologies
  • Working understanding of the current technologies and techniques with Cisco network equipment
14

Deskside Support Analyst Resume Examples & Samples

  • 2+ years’ experience in IT technology support within a cross-functional Enterprise environment
  • Strong deskside support experience (operating systems and client application level support)
  • Excellent Microsoft Windows workstation server operating systems and administration skills (installation, configuration, patching etc.)
  • Experience with enterprise backup applications and related infrastructure
  • Knowledge of enterprise virus protection and related strategies
  • Demonstrated process skills relating to Incident Management, Problem Management and Change Management
  • Experience working in a deadline-driven environment with SLA Management and Project Management requirements
  • Knowledge of ITIL Framework
  • Exposure in a banking environment or other environment with high availability requirements
  • The successful applicant should have university or college degree, with a concentration in Information technology. A combination of education and experience can be substituted for a degree
  • Technical certifications, although not required, would be a significant asset (MS, ITIL, etc.)
  • Microsoft Windows operating system configuration and support
  • Technical troubleshooting, triage, and problem solving
  • Basic Understanding of Change Management processes
  • Microsoft SQL Server, Exchange Server (including ActiveSync)
  • Microsoft Terminal Services support
  • Advanced Operations Scheduling Applications (Global ECS)
  • Understanding of environment variable, Windows Registry, and Windows Command Line / batch processes
  • Wintel/Windows Server
15

Deskside Support Analyst Resume Examples & Samples

  • 1–3 years of general technology support experience
  • 2-3 years of client service experience
  • Proficient in following technical skills, including
16

Deskside Support Specialist Resume Examples & Samples

  • Using the current BlackRock call ticket management system, update all allocated calls on a no less than daily basis
  • Keep in regular contact with the support team throughout the day
  • Manage tasks/projects allocated to you within the given time scales, seeking advice where necessary
  • Ensure that the relevant end user and also your team members are kept up to date with the progress of all projects
  • Machine builds are to be carried out using the latest installation process
  • Keep users apprised of an estimated time of resolution and continue to call periodically with progress reports
  • Keep in regular contact with other country desk side support teams for knowledge sharing, cross training, and synchronization in project efforts
  • Attend team meetings
  • At least 5 years hands on desktop support
  • Financial services experience would be considered an advantage
  • A proactive service culture ethic
  • Strong incident analysis skills
  • Strong verbal and written communication skills
  • Strong prioritisation and time management skills
  • Team player
  • The ability to manage conflicting priorities and to negotiate
  • Open and willing to learn
  • Strong knowledge of Microsoft products (Office, Internet Explorer, Communicator, Windows)
  • Strong knowledge of PC and related hardware (Dell and HP products)
  • Good working knowledge of networks (WAN, LAN, Firewalls, etc)
  • Experience with Blackberry™ support
  • Experience with Sun SunRays and VMWare would be considered an advantage
  • Experience with RSA, CITRIX and Juniper remote access technologies would be considered an advantage
  • Experience with Cisco phone systems would be considered an advantage
  • Experience with Citrix would be considered an advantage
  • Experience with Heat or HP ServiceCenter would be considered as advantage
  • Competency with scripting, WMI, VBA, and SQL would be considered an advantage
  • Experience with Windows server and server hardware would be considered and advantage
  • Degree qualified essential, preferably IT
  • ITIL Foundation certificate an advantage
  • MSCE would be considered an advantage
17

Deskside Support Analyst Resume Examples & Samples

  • A minimum of two (2) years of experience in hardware and software support or end user support
  • Proficient with Microsoft Office 365
  • Strong knowledge of Windows operating systems
  • Ability to troubleshoot hardware and software problems
  • Knowledgeable on software installations
  • BA/BS Bachelor’s Degree with a technical focus
  • A minimum of four (4) years of experience in Deskside Support
  • Industry recognized Help Desk Certification and/or help desk environment experience
  • Experience working with public cloud providers including AWS or MS Azure
  • Experience creating and deploying a standard Windows image
18

Deskside Support Analyst Resume Examples & Samples

  • Take ownership and resolve user issues, both hardware and software
  • Advanced understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
  • Responsible for monitoring I/T infrastructure
  • Responsible for communicating issues to different Business Partners
  • Deliver service within agreed SLA
  • Develop business relationships and communicate effectively with the user community
  • Applies advanced knowledge of processes and resources required to perform analytical and technical tasks on PC systems
19

Deskside Support Representative Resume Examples & Samples

  • 1+ years’ experience performing Deskside Support in a customer facing role
  • 1+ years’ experience supporting Windows
  • 6+ months experience supporting mobile devices
  • 1+ years’ experience supporting Apple Computers
  • 1+ years’ experience supporting Apple Operating Systems
20

Deskside Support Representative Resume Examples & Samples

  • 6+ months experience performing Deskside Support in a customer facing role
  • 6+ months experience supporting Windows
  • 6+ months experience supporting Apple Computers
  • 6+ months experience supporting Apple Operating Systems
  • 1+ years trade floor experience with the ability to write or modify scripts
21

Deskside Support Representative Resume Examples & Samples

  • High School or GED
  • At least 1 year experience performing Desk-side Support in a customer facing role
  • Experience or education supporting server installation and decommission in data center
22

Deskside Support Representative Resume Examples & Samples

  • 2+ years of Workplace Deskside Support in a corporate environment
  • 6+ months of ServiceNow and/or HP Service Desk ticketing system experience
  • 6+ months of Oracle Knowledge Management tool experience
  • 6+ months Mobility devices experience including smart phone and tablet
  • 6+ months IP Telephony experience; setup and configuration of desk phones
  • 6+ months support experience of Cisco switches and routers, Servers, and UPS
  • 6+ months Video Conferencing system support; configuration and video hardware
23

IT Deskside Support Technician Resume Examples & Samples

  • 1-3 years' experience working in a Windows XP and Windows 7 environment
  • 2 year degree in IT related field and 1-2 years of technical and customer service experience
  • Basic knowledge of computing functions for PCs in a Windows environment
  • Knowledge of basic software packages (Microsoft Office products, Adobe, products, content management system, and learning management system preferred
  • A+ Certification is a plus,but not required - Experience supporting users in an MS Windows network environment
24

Deskside Support Representative Resume Examples & Samples

  • Desk-side Break-fix and IMAC performance
  • PC Refresh, Lenovo hardware support experience,
  • Software Break-fix, Win7, W10, Lotus Notes, Exchange, Lenovo hardware
25

Technical Deskside Support Lead Resume Examples & Samples

  • Bachelor’s Degree and 2+ yrs related experience supervising IT support staff; Associate’s degree and additional 2 yrs experience managing/supervising IT staff may be substituted for Bachelor’s degree
  • 5+ yrs of experience in an Enterprise-level IT support environment
  • Successful candidate will be a highly motivated, self-starting team player with a positive attitude who enjoys overcoming challenges
  • Ability to communicate clearly and effectively with other departments, management, functional peer groups, technical staff and our govt customers
  • Excellent written and oral communication skills to ensure satisfactory customer support and gain cooperation
  • Strong people/leadership/coaching skills with experience supervising small to medium teams
  • Must be able to work independently, think outside the box, and take proactive actions
  • Experience troubleshooting, repairing and servicing technical equipment and applications
  • Experience with workstation imaging, audio/video conferencing, and file/print services support
  • Knowledge of Active Directory, Group policies, and networking
  • Candidate must possess a US “Public Trust” clearance, or be able to obtain a Public Trust clearance
  • ITIL Foundations certification
  • Familiarity with government IT environment and administrative processes
  • Technical certifications such as A+, N+, MCP, MCSE, MCDST, CCNA
  • Experience supporting and maintaining user account information including rights, security and systems groups
  • Experience utilizing Service Now for Incident/Problem/Change management
26

Field / Deskside Support Technician Resume Examples & Samples

  • Serve as first point of contact for all issues and requests
  • Answer a high volume of Customer technical support requests/issues received via telephone, email, incident management system. Incidents must be handled in a professional, friendly, and accurate manner
  • Communicate with Customers in a professional manner in all situations while setting, clear, concise and accurate expectations for incident resolution
  • Listen, build rapport and display empathy when assisting Customers
  • Independently recognize and diffuse escalated Customer situations by utilizing all resources available in a courteous and patient manner
  • Display exceptional reliability in attendance and punctuality in accordance with the work schedule and shift
  • Consistently demonstrate ability to manage time, workload, and assignments to ensure a timely resolution for Customer issues is met
  • Adhere to policies and procedures
  • Ensure a collaborative work environment is kept by updating documentation, suggesting improvements, helping others on the team, and continue a flow of knowledge to everyone within the support continuum
  • Possesses excellent knowledge with the following
  • 2 to 3 years of desktop support experience in a corporate setting
27

Deskside Support Analyst Resume Examples & Samples

  • Resolves technical hardware problems on all desktop and laptop computer systems
  • Provides second level support on Firm approved applications and operating systems
  • Manages support calls through IQTrack
  • Participates in Firm wide projects
  • Installs, configures and supports network printers
  • Maintains hardware inventory
  • Maintains responsibility for local office equipment refresh
  • Maintains and orders computer supplies
  • Performs computer and telephone equipment moves, adds or changes
  • Completes assigned or promised tasks on or ahead of schedule
  • Provides clear and concise communication and follow-through on customer requests
  • Utilizes appropriate Firm-standardized technology to address customer requirements in a timely and productive fashion
  • Takes initiative to overcome obstacles when necessary to complete assignments
  • Develops appropriate measures and feedback to track continuous improvement objectives
  • Performs video / audio conference support
  • Produces error-free work the first time
  • Ability to deal professionally and communicate clearly and concisely both verbally and in writing with internal and external clients on all levels
  • Proven working knowledge of the Windows Operating System
  • Demonstrated intermediate skills supporting MS Office Suite applications
  • Technical Subject Matter Expert (SME) in one or more IT areas
  • Proven ability to successfully troubleshoot/solve problems in subject matter area of expertise
  • Understanding of computers running under a Citrix XenDesktop platform
  • Ability to provide after-hours I.T. support as needed
  • Operational expertise in monitoring and maintaining current systems / processes
  • Ability to work as a technical professional in a high-pressure law environment
  • Ability to manage expectations, communicate status, and handle priority shifts
  • Demonstrates listening skills
  • Willingness and desire to attend training classes to maintain technical skill sets
  • Ability to effectively work in a team environment and to work with minimal direct supervision
  • Requires the ability to regularly report to work on the days and times scheduled
  • Bachelors degree, two year technical degree or three (3) years experience in the technology field
  • Previous training experience a plus
28

Deskside Support Engineer Resume Examples & Samples

  • On-call support of infrastructure environment
  • Communicates with other IS and Business partners to define and provide solutions to moderately complex infrastructure problems
  • Provides platform support through strong knowledge of tools, techniques and technical expertise
  • Keeps current on supported technology platform, and availability of new technology and applies these to new solutions
  • Provides technical expertise and support for infrastructure integration efforts in technology platform projects
  • Maintain and monitor platform to meet availability as defined by Service Level Agreements (SLAs)
  • Acts as liaison between internal customers and outside service providers/vendors
  • Often deals with exceptions or unusual problems and circumstances
  • Brings forward recommendations for improvements in technology platform
  • Is a resource of technical information to help others solve problems
  • Investigates and solves problems in a multi-vendor environment
  • Collaborate with stakeholder to identify risk and impact of technology platform changes
  • 5+ years in a similar position and specific experience providing VIP & Executive client support
  • Strong knowledge of Core Desktop (both MAC iOS and Wintel) & Infrastructure Technologies
  • Microsoft Office (all versions), IBM Lotus Notes (all versions), Blackberry BES Server, Active Directory Services (Groups, and OUs), TCP/IP, Citrix, Cisco VPN, Symantec Anti-virus solutions, Mobile Iron Administration, BES Administration, Blackberry Desktop Manager, LAN/WAN Technologies, exposure to Avaya IP Telephony & Avaya Messaging Administration and strong knowledge of Dell and all Apple hardware
  • Comprehensive understanding of various mobile devices and related mobile applications, including RIM and Apple
  • Experience implementing and/or supporting VOIP (Avaya); Blackberry (BES); and Video (Tandberg) environments
  • Knowledge of emerging technologies and vendor landscape; ability to quickly comprehend the functions and capabilities of new technologies
  • Experience in supporting and troubleshooting Dell & MAC Notebooks and Desktops
  • Experience supporting A/V equipment in a high volume conference room setting
  • Core understanding VPN, wireless & security practices
  • Must be able to troubleshoot or escalate complex problems encountered during installing, testing or monitoring where the application of new technical procedures need to be created and performed
  • Must be able to recommend complex solutions to problems and follow through to resolution, as well as implement resolution that has been developed
29

Deskside Support Engineer Resume Examples & Samples

  • Assist with network and security management
  • Assist with data storage architecture
  • Assist with procurement and implementation of new servers, technology, etc
  • Assist with systems development
  • Provide user level technical support for end users, computers, printers, etc
  • Provide user level training on daily applications used, including, but not limited to: MS Word, MS Excel, MS Outlook, MS Publisher, Adobe Acrobat, and other basic computer related skills
  • Assist with end user system updates and monitoring. Including: Patch management, spyware removal and testing, virus checking, ensuring backup of data files, etc
  • Assist with user management. (Adding and deleting users from AD, working with emails, etc.)
  • Monitor printers, copiers, and fax machines to make sure they are working properly and getting regular maintenance
  • Provide High degree of professionalism and end user satisfaction and work well with others
  • IP Phone installation and configuration for new team members
  • Assist in research of new technologies and software that might be beneficial
  • Assist with technical documentation of systems and processes
  • Assist with creation and documentation of IT systems and networks
  • Assist with the creation and documentation of technical knowledge base for common issues experienced by end users
  • Perform other duties as need
  • System or Computer Engineer
  • Must have basic networks knowledge: Windows and Cisco
  • Linux Servers knowledge is a plus
  • At least 1 year of experience in similar positions
  • Must have basic knowledge of current technologies available in the IT
  • Work as a team member and to promote a positive work environment
  • Able to adapt to change and meet deadlines
  • Schedule flexibility is a must
30

On-site Deskside Support Representative Resume Examples & Samples

  • At least 1 year experience performing deskside support in a customer facing role
  • At least 1 year experience supporting Windows 7
  • Experience or education supporting Apple Computers and Apple Operating Systems (e.g. El Capitain)
31

Deskside Support Representative Resume Examples & Samples

  • Act as focal point for process, communicate with clients, service providers, and management
  • Facilitate resolution of issues with items not complying with the process
  • Following defined escalation path when needed, as defined in the escalation policy
  • Performing day to day process compliance administration
  • Ensure completeness and integrity of information collected to conduct daily operations
  • Establishment of measurements and targets to improve process effectiveness and efficiency
  • Responsible for evaluating the performance of the process
32

Deskside Support Manager Resume Examples & Samples

  • This is an important and highly visible role that requires a dynamic leader to develop and maintain the IT Deskside Support function across the US Region
  • As part of the IT End User Services team, your primary role will be to embed and mature IT Service Excellence within the Deskside Support teams and End User Support in general. A key deliverable is to ensure ongoing customer satisfaction with the IT Support services provided by your team
  • You will manage a team of skilled Deskside Support Technicians to provide support for a range of technologies, including Microsoft Windows and Apple Mac systems, across the UMG business units in the United States, which is a mixture of globally renowned Music labels, business support functions and senior executives of the universal Music Group
  • You will be a highly experienced manager of technical resources, who is also technically astute and knowledgeable in all aspects of IT systems. You will be expected to maintain and measurably improve the support operations capability according to strict SLAs, OLAs and KPIs, ensuring the Desktop Services adheres to IT processes and procedures whilst delivering a memorable end user experience
  • It is essential that you are comfortable in representing IT End User Services to clients, senior executives and partner organisations, as well as influencing internal colleagues at all levels
  • The jobholder may be required to travel within the US, and occasionally overseas
  • The environment is a mix of both internal and outsourced resources delivering services across multiple countries, cultures, and languages. The candidate must be able to create and convey successful strategies and operational objectives for End User Support, and then execute that by influencing, leading and ultimately delivering in a highly matrixed and leveraged environment
  • It is essential that as an experienced Deskside Support Manager, you are ITIL certified and experienced with working within a global enterprise, capable of building strong business relationships, coupled with excellent communication skills and experience of managing global teams
  • Excellent communication skills, both oral and written at multiple levels within the organization
  • Working knowledge of SaaS based ITSM tools, e.g. ServiceNow, BMC Remedy or similar
  • Understanding of the metrics that should be utilized to measure all aspects of service delivery including, but not limited to Client satisfaction, Ticket management and efficiency, Service Measurement against Service Level Agreements
  • Previous successful experience in establishing and managing an End User Support function
  • Prior experience of leading or managing an enterprise Deskside Support function and understanding the relationship between Service Desk and Deskside support
  • Experience of managing an end to end IT support service from Level 1 to Level 3
  • Prior experience of managing a large scale IT Operations initiative or project
  • Technical knowledge of ITSM tools (e.g. ticketing systems, reporting & survey management)
  • Demonstrable experience establishing a positive and professional working relationship with external service providers, aligning objectives while measuring and enforcing accountability
  • Service Delivery Management experience in a global and/or matrixed environment
  • Experience of defining OLAs, SLAs, and other formal support documentation
33

Deskside Support Representative Resume Examples & Samples

  • Experience and working knowledge in several interrelated departmental activities. Awareness of functional activities
  • Seeks and exchanges information, ideas, and concepts. Some presentation skills are necessary
  • May require negotiation to achieve coordination
  • Use specialized technical knowledge to identify, evaluate, and resolve various interrelated problems from several sources
  • Recommends improvements to established procedures and processes
34

Technical Analyst, Deskside Support Resume Examples & Samples

  • iPad deployment, support and troubleshooting
  • Utilize tools like SCCM for software deployment, remote management, and reporting
  • Scheduling, support and troubleshooting for the deployments
  • Create, document and maintain standard operating procedures, knowledge base articles, training documents and FAQs
35

Deskside Support Resume Examples & Samples

  • Day to day operational support
  • Developing a thorough understanding of the local and global production environment
  • Identification, analysis & problem solving encompassing a broad range of technical issues
  • Interacting with other support groups (local and global) within the firm across multiple platforms
  • Communicating with the BUs on scheduled changes to production environment and addressing their concerns
  • Manage events such as infrastructure changes, software releases, BCP, etc.
  • After hours/weekend work would be required from time to time
  • Involvement in local audits (Internal & External)
  • Managing local relationships with existing vendors
  • Develop, maintain and/or improve the relationship between the BUs customer and IT
  • Plan, Coordinate and Execute Branch Engagement Activities, including the documentation of issues and handling follow-ups
  • Attend necessary meetings to provide guidance regarding BUs? priorities (i.e., BU moves, hardware refreshes, enterprise wide deployments, etc.)
  • Follow IT outage escalation procedures, ensuring timely escalation and communications of all outages
  • Assist in expediting service requests for but not limited to delivery of new hardware, dispatching of techs for IMAC and break/fix for all IT functions/products
  • Liaise with non-IT groups such as Procurement, Corporate Services, Risk, IT Security, and InfoSec
  • Participate in aged ticket reviews and top-N call driver analysis meetings
  • Solid client service and interpersonal skills is core to this function
  • Excellent verbal and written communications skills; ability to frame technical information in an appropriate fashion based on target audience
  • Previous experience in Production Support, Change Management role
  • Project management experience
  • Strong organizational and analytical problem solving skills
  • Excellent follow-up skills; must take initiative and stay with problem from beginning to end
  • Proven ability to work independently with little supervision as well as in a team environment
  • Able to operate effectively in stressful situations, e.g. during a system outage affecting critical systems and to dealing with users effectively and calmly
  • Comprehensive knowledge of Windows operating system, applications and computer hardware
  • Telco knowledge and experience
  • Experience with Remote Access (including SecurID), Virtualization, Citrix & VPN
  • Financial Services expertise in Equities and Fixed Income (i.e. understanding the trade life cycle)
  • Vendor management experience
  • Internal and External Audits experience
  • 8-10 years IT experience within a financial institution
  • Bachelor?s Degree preferred
  • ITIL Foundation preferred
  • MCP/MCSE/ advantageous
36

IT Deskside Support Engineer Resume Examples & Samples

  • 2 years’ experience in Help Desk services / End User Support services
  • Excellent technical knowledge of PCs hardware
  • Working technical knowledge of current protocols, operating systems and standards
  • Ability to operate tools, components and peripheral accessories
  • Software and Hardware Troubleshooting
  • Routers, switches and firewall experience
  • Respond and resolve tickets in a timely manner
  • Basic knowledge of Active Directory, Group Policy, and Windows ACL's
  • Good working knowledge of Microsoft Office Suite
  • Experience working within enterprise ticket systems
  • Smartphones and Tablets with iOS, Android and Windows
37

Associate, Deskside Support Resume Examples & Samples

  • Coordinate and manage the technical environment for the key business groups within the corporation; administrative configurations, profiles, network rules, security and desktop software. Provide on-site and remote technical 1st and 2nd level support to identified customers. Troubleshoot hardware, software and infrastructure problems and resolve them in a timely and efficient manner
  • Configure, deploy, maintain and relocate desktops, laptops and other peripheral devices as directed for customers
  • Complete special projects while ensuring as needed, while providing daily desk side support to assigned clients
  • Use Helpdesk/Request/Problem Tracking system(s) to track all calls received in accordance with the established or documented procedures. Report unusual, alarming, or recurring problems to the appropriate level of management
  • Maintain working knowledge of all corporate-deployed applications. Install and configure standard applications. Train and instruct users customers as necessary
  • Execute daily management process activities to identify, prioritize and deliver high-value service assurance for technology equipment and software to critical customer groups
  • Utilize existing methodologies, structures and reports to facilitate consistent, standardized interaction with business areas supported
  • Prioritize outstanding issues and manage user expectation. Escalate high priority issues reported using established guidelines
  • 3 years of experience in PC hardware and software diagnostics, troubleshooting and repair
  • Proficient in the administration of Microsoft operating system
  • Advanced knowledge of current PC technology, operating systems, applications, devices and networking (Wired /Wireless)
  • Excellent customer service, troubleshooting, problem solving and customer facing skills
  • Ability to work under pressure, manage multiple priorities and to operate as a key contributor within infrastructure services
  • Requires 24 X 7 on-call rotation for customer support
  • Proficient in the use of Microsoft Office suite
38

Deskside Support Engineer Resume Examples & Samples

  • Hardware (Dell & Lenovo) : keyboard Replacement, Laptop Screen Change or anything Basic Knowledge in hardware
  • Windows Operating System : Installing Windows Operating System and basic knowledge of OS .Installing & uninstalling basic software’s, Microsoft office applications etc
  • Asset Management : Laptop allocation ,updating inventory, Laptop Shipping
  • Call Log: Call logging with Lenovo/Dell for all hardware issues
  • Incident Management :We have portal for all L1/ L2 windows query coordinating with IT Service desk in offshore
  • Stock management and Corporate office support ( Connecting Tandberg Video Conference Support) Desk Phone Support
  • Basic Cabling in Data Center Support
  • Imaging Laptops and Desktops
  • Asset allocation to new starters and refresh laptops
  • Troubleshooting windows Laptops & Desktops supporting other applications
  • VIP Support in Corporate Office
  • Travel to other Cognizant Offices as when Required
  • Voice Support: All Cisco ,Smartphone L1 Support
  • Shipping Equipment’s to other location by coordinating with Front Desk
  • Corporate office & Meeting Room Support ( Video Conferencing Support)
  • Stock Room Management ( All IT Accessories)
  • Collection & transferring Equipment’s from loading Bay to IT Stock Room
39

Junior Deskside Support Engineer Resume Examples & Samples

  • Provide proactive swift and professional end user IT support
  • Complete user moves and new joiner installations in the office
  • Maintain stock controls for all hardware
  • Provide local assistance with wider infrastructure teams – providing local technical resource
  • Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, recommend and implement corrective solutions
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware or software in order to deliver required desktop service levels
  • Collaborate with other support groups across global locations to help trouble shoot user issues
  • Upholding procedures for logging, reporting, and statistically monitoring desktop operations
  • Write technical support and end user documentation as needed
  • Meet or exceed expected customer service levels
  • Provide regional office support to other offices across the EMEA region
  • Point person for all onsite Technology escalations
  • Supporting team members technically
  • Excellent proven track record supporting end user professional environment
  • Excellent proven customer service based approach
  • Proven ability to prioritize tasks and issues according to the business impact
  • Able to work in a high pressure environment
  • Ability to multi-task and work under pressure
  • Ability to work autonomously and within team
  • Flexible and proactive with a ‘will do’ attitude
  • Takes responsibility and follows through on issues to closure and root cause resolution
  • Demonstrable desire to achieve
  • Fresh graduates are welcome
  • Fluent in Hungarian and English
40

Production Control Deskside Support Resume Examples & Samples

  • Manage and execute the framework and service level required from the different internal and external providers
  • Perform 1st level application support related activities
  • Provide advisory support in the following areas: Private Banking booking systems; order management; Wealth Management systems and support processes
  • Provide any form of key statistics gathered from ticket system to management for refinement in Problem or Issue Management
  • Assume complete ownership in tracking and resolving tickets assigned
  • Monitor the service levels provided by vendors/platforms for maintenance work and to ensure that service tickets are tracked
  • University Degree (Computer Science or Business)
  • Customer Service/Customer Relationship Management
  • Experience in providing IT support to end user in banking environment
  • Experience in dealing and managing external vendors and business users
  • Strong verbal and written communication skills; able to conduct presentation, advocacy and influencing stakeholders
  • Able to perform in a high pressure and highly dynamic environment
  • Familiar with any of the following banking products is desirable
41

Deskside Support Engineer Resume Examples & Samples

  • Provide Deskside Support to XL Catlin colleagues which includes: Desktops, Laptops, Printers, AV/VC, Telephony, Networks, Remote Access, Security Systems and Core Applications
  • Work collaboratively within a global team
  • Provide IT support that enables colleagues to achieve their team and business goals/objectives
  • Troubleshoot and repair any hardware/software issues that can’t be resolved by Global Service Desk which includes more complex issues such as: machine rebuilds, hardware diagnostics, new installs (IT hardware such as laptops, desktops, mobile devices, peripherals)
  • Provide timely support services to all colleagues, ensuring service levels are maintained and all requests are properly tracked and responded to. Focus is on maintaining ownership of the issue and providing consistent and timely resolutions
  • Identify opportunities for improvements in consistency and performance of troubleshooting, and implement these improvements
  • Drive continuous improvement in working practices and quality of customer support
  • Feed demand into the Continuous Service Improvement Plan, and Infrastructure Development demand management process, with suggestions fed through to Infrastructure Support Team Lead
  • Where requested or allocated, take responsibility for delivery of non time critical ‘small works’ requests
  • Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads
  • Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
  • Feed into Major Incident Management and Problem Management processes as required
  • Liaise with colleagues at all levels within the organization
  • Strong technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture
  • Minimum 3-5 years of experience in Desk side
  • Strong ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must
  • HP Desktops / Laptops
  • Apple Mac / iPads / iPhones & Smart Phone Technologies
  • Cisco IP Phone Systems
  • Working knowledge of MDM Solutions (MaaS360)
  • Microsoft Office Suite 2010 or higher – Also including Project, Visio & Lync
  • Microsoft Exchange 2010 / SharePoint 2012
  • Citrix XenApp Suite
  • Antivirus Enterprise Solutions
  • IT Helpdesk Solutions – Service Now / Assyst or similar
  • Polycom / Cisco VC Solutions
  • Crestron AV Systems
  • Networking & VPN Concepts
42

Deskside Support Engineer Resume Examples & Samples

  • Ensure that a knowledge base of past issues encountered is maintained and used (Servcie Now Knowledge Management)
  • Liaise with colleagues at all levels within the organisation
  • Communicate with colleagues in a professional and courteous manner at all times, providing technical support in a custom`er focused way
  • Minimum 3-5 years of experience in Desk side Support
43

Deskside Support Analyst Resume Examples & Samples

  • Desktop hardware and application support for internal users
  • Tablet PC and audit application support
  • Hand held PC and custom application support
  • First level end user application and web site support for internal users
  • Technical and end user application support for external customers using Steritech applications and services as required
  • Documenting all ticket with full details to isolate the issue in a timely manner
  • Troubleshooting Network printers
  • Work with the Infrastructure and Development Support Team on network and server projects, upgrades, and support as requested
  • Resolve and/or escalate issues to IT Support Analysts or the IT Support
  • Mobile(iPhone/Samsung)/tablet(iPad) technical support
44

Deskside Support Analyst Resume Examples & Samples

  • Able to provide desktop support for approximately 60 onsite users and phone support for over 500 remote users utilizing desktop, laptop, and thin client system both inside and outside of Citrix
  • Ability to resolve all problem issues that affect the users' productivity and provide training when applicable
  • Advanced knowledge of Microsoft operating systems and Office Suite software
  • Prior experience with Active Directory maintenance which includes creating/ modifying accounts and managing group membership
  • Experience with creating new user Mailboxes, Distribution Lists and Shared Mailboxes using Exchange Management Console
  • Ability to establish and maintain effective working relationships with coworkers, managers and clients. Must be able to take direction and also work independently, respectively
  • Working knowledge of basic audio-visual, video & web conferencing is a plus