IT Desktop Administrator

Key Responsibilities

• Day to day operation of IT Support function including direct call handling, Incident Management, Asset Management, Access Management, Event Management, Problem Management & Request Fulfilment
• Delivery of second level support to customers and execution of Duty Manager role interfacing with external Service Desk; monitoring, prioritization, categorization, documentation, processing, and distribution of all incoming requests / incidents filtered by criticality and business impact
• Maintenance and administration of Configuration Management Database (CMDB) to ensure appropriate execution of Asset & Configuration Management process; documentation of all relevant Configuration Items (CIs)
• Ensure compliance; protect and contribute to further development of corporate standards, best practices, and procedures; make recommendations for changes and optimizations as part of the Continuous Service Improvement program
• Installation, deployment, and maintenance of end user environment including services, software, and hardware components (peripherals, software, printers, telephones, faxes, scanners, etc.)
• Execution of day-to-day IT operational tasks in various domains (network, converged infrastructure); end-to-end monitoring of Information Technology systems, components, and services; escalation of performance deviations
• Contribute to IT initiatives and projects under direction of function heads for network services, server administration as required
• Provide transparency in form of status updates and reporting for projects and operations in regular intervals, management of communication to local user communities
• Strive for high level of standardization and service automation; ensure compliance with Standard Operating Environment (SOE); leverage and deliver harmonization and centralization of products and services
• Participation in development and execution of corporate cyber security agenda and related standards; assume responsibility for execution of assigned security tasks and responsibilities

Qualifications

• Minimum four (4) years of relevant, hands-on, professional experience in service and support functions of a corporate environment, supporting C-Level executives and administrative staff on-site
• Experience in working within an enterprise interacting with multi-cultural employee
• Strong customer service orientation
• Excellent interpersonal and professional communication skills
• Excellent oral and written English skills
• Foundation certification in ITIL service management and comprehensive understanding of IT Service Management best practices, processes, and functions a plus
• Additional vendor certifications from cornerstone vendors such as Cisco (CCENT, CCT, CCNA), Microsoft (MCP) a plus
• Microsoft desktop support (Microsoft Office suite incl. Project and Visio and Microsoft Windows client operating system, Office365, Windows 10)
• Desktop applications and software deployment (ZScaler, Microsoft Edge, and other company specific software)
• Hardware installation and support (printers, computers, servers, switches, peripherals, etc.)
• Understanding of networking fundamentals including LAN, WAN, TCP/IP, etc.