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