Service Desk Analyst

With Tata Consultancy Services in Raleigh NC US

More jobs from Tata Consultancy Services

Posted on April 12, 2019

About this job

Job type: Full-time
Role: System Administrator


windows, sysadmin, osx

Job description

Technical/Functional Skills**   -MUST HAVE SKILLS**

Windows 7/10, Citrix Director, Active Directory Experience, Avaya Phone Systems, Cisco Phone Systems, Office 365 troubleshooting, Laptop and Desktop Troubleshooting, Customer Services, Hardware and Software skills, Troubleshooting Remote Access, Troubleshooting using Remote Tools like SCCM, GotoAssist, TeamViewer, VNC, Troubleshooting Apple Devices, Laptops and Phones

Roles & Responsibilities

·         Responsible for monitoring the completion of critical applications and tasks and taking necessary resolution actions when issues or problems occur

·         Responsible for generating status summaries and reports for defined file monitoring processes and activities

·         Responsible for documenting and recording time worked on all support and service transactions within the IT System of record

·         Responsible for completing and submitting weekly timesheets within the IT resource management system

·         Support of end user client systems (laptops and desktops) and standard client operating systems and office productivity applications (Windows OS, Mac OS, Microsoft Office, Security and Malware applications, etc.)

·         Support of remote Genworth USMI users via remote desktop control

·         Support of VDI sessions and Citrix published applications

·         Fulfillment of standard service requests (i.e. Software installations, access requests, information requests)

·         Client patching remediation (system patches, updates, and content pushes)

·         VIP support (higher urgency for executive level customers)

·         Support and event management associated with routine alerts and events

·         Major Incident Management (Assembly of resources, coordination, and communications)

·         First line of support for core Enterprise Applications

·         Change tasks execution

·         Knowledge management (article maintenance, creation, and publication) and Continuous Improvement

·         Support and readiness for new technology deployments

·         Support and readiness for IT and Business projects implementations

·         Provide any other L1 support not itemized above that Genworth received prior to the transition.

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