Desktop Administrator

• Actively monitoring the ticket queue and managing requests through to completion.
• Housekeeping on IT rooms.
• Supporting events like annual power down - post desk checkouts (PC/monitors/mouse + keyboard/desk phone/headset/webcam).
• Supports hardware decommissioning events.
• Supports business moves / changes - ensure involvement in early stages of planning.
• Managing escalations through to conclusion.
• Manage client expectations.
• Setup and installation of temporary training rooms / office wide events - expos.
• Comms room patching.
• Supports work from home hardware requests.
• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLA's/OLA's.
• Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer.
• Actively participate in a program of continuous service improvement taking ownership of actions that deliver results.
• Perform basic troubleshooting, system upgrades and replacements for employees.
• Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.
• Evaluate user requests and requirements and recommend effective technological solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
• Will be required to work outside Business Hours and participate in additional weekend work.
• Image/re-image computers, configure IP, phones and mobile phones.