Deskside Support Specialist

Full Time
  • Full Time
  • Toronto

Kyndryl

Position: Deskside Support Specialist

Client: Private client

Location: downtown Toronto, Ontario

Work arrangement: On-site


Type of hire: Contract

Duration: 2 years

Language: English (Bilingual nice to have)


Qualifications:

· 3-4 years of experience as a Deskside support specialist

· Ability to work under pressure with multiple deadlines and a sense of urgency, and escalate as necessary and expeditiously


· Possess client-first mentality

· Ability to communicate technical issues to business leaders

· Capabilities to work on multiple projects

· Problem solving – ability to solve the root problem and not just address the symptoms


Technical Skills:

· In depth knowledge of Windows, Android and iOS operating system

· Intune MDM & Windows Autopilot

· knowledge of ServiceNow ticketing platform


· M365, Exchange online admin and License administrator experience

· Providing technical guidance

· Developing bundles & programming scripts for application deployment

· Coordinate tasks & incidents to ensure all SLAs are met.


· On-boarding & Off-boarding of users

· Application installs & removals

· Applying Permissions

· Ensure team prompt answering of queues.


· And taking up calls that team members require assistance with Previsioning: O365 Application, Exchange Email (Distribution List, Accounts, Shared Mailboxes)

· Group Policies

· Web Communication Apps (WebEx, MS Teams)

· Mobile Device Management Systems


· Active Directory Accounts

· Mobile Device Accounts (Phone Numbers, Voicemails, usernames)

· Work function Applications: ZenWork App Management, WebEx, DocSign, Adobe Creative Cloud, Toshiba Printer Services.

Responsibilities:

· Managing DSS queue in ServiceNow

· managing tickets and project work effectively


· Meet SLA for all tickets assigned to DSS group

· Review tickets and create action plan for any pending items

· Responding to, and solving VIP incidents 24×7

· Managing admin access for confidential account/critical system


· Support new projects such as Return to work project, Device upgrade project, currently working on Digital workplace project (Intune) and so on.

· Support client on weekends or any emergency call (On-demand)

· Dealing with different Vendors to get DSS job completed

· Supports end user, internal, escalated, and communications during critical service incidents and problems


· Supports individual team metrics and use results to help develop individuals and improve team performance

· Log and review client complaints and monitor same

· Providing technical guidance

Source

To apply, please visit the following URL: