[NTT] Desk Support Specialist 채용 (고객사 상주 포지션)

Desktop Support Specialist *고객사 상주 포지션*
Responsibilities

• Provide support on IT request and break-fix to NTT’s customer employees in person and through phone calls, chats and emails. o Provision new users with hardware, software, and account setup. o Provide onsite and remote support for multiple locations. o Troubleshoot and resolve a variety of technical problems including networking.
• Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
• Respond quickly to cyber, malware alerts and location outages.
• Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
• Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
• User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
• Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
• Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
• Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
• Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
• Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance. • Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
• Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
• Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
• Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables.
• Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Strong customer service orientation, with a commitment to resolving user issues promptly and professionally.
• Provide hands-on support for networking devices and facilitating network upgrades.
• Manage IT Rooms e.g. alerts etc
• Support IT maintenance including power shutdown & DR.
• Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions.
• Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
• Leverage Office 365 tools internally to boost engagement and efficiency within the support team.
• Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
• Consistently meet and exceed key performance indicators (KPIs) to ensure high-quality desktop support and service delivery.
• Oversee desktop support projects, ensuring timely completion and alignment with organizational goals and objectives. Ticket Management
• Efficiently manage and resolve support tickets, analyse trends to identify recurring issues, and implement solutions to enhance overall service quality.
• Ensure all tickets are resolved within the SLA.
• Adhere to the ticketing process. Escalation Management
• Ensure that issues are call out on time using the correct channel.
• Escalate and work with third level support/ third party vendor on resolution of problem when necessary to ensure end to end resolution within the agreed response time.
• Adhere to the escalation process. Inventory Management
• Ensure accurate record-keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost-effective and efficient management. Financial Support
• Ensure accuracy of quotes and purchase orders (PO) for desktop support, managing financial transactions with precision. Vendor Support
• Collaborate with vendors, escalate issues, and ensure timely resolution. Process & Policies
• Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery. Training & Documentation
• Develop and deliver comprehensive training programs to enhance user proficiency with desktop systems and software.
• Create and maintain detailed documentation for technical procedures, user guides, and knowledge base articles.
• Continuously update training