Desktop Support Specialist - #382853

Onx is looking for a Desktop Support for a contract role. Client Job Description Position Summary: The Service Desk Analyst is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our service desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support. Key Responsibilities:

• Provides 1st level support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
• Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices.
• Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes
• Logs all client contacts into the IT Service Management Tool
• Responsible for accuracy into the IT Service Management Tool
• Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
• As assigned, research new technologies to stay informed on end point industry standards and best practices. Makes recommendations to Manager, Global Service Desk for inclusion in technology roadmap
• As assigned, creates new and maintains published documentation for technical procedures, policies, and standard processes related to end point technologies
• Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)
• Additional duties as assigned by the Manager, Global Service Desk Knowledge/Skills/Competencies Required:
• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
• Previous experience with IT Level 1 or Level 2 support roles
• Great customer service skills with an ability to demonstrate empathy
• Experience troubleshooting issues clients may be having connecting to or using network services
• Experience supporting both onsite and remote users
• Strong troubleshooting, investigative and problem solving skills
• Ability to design and develop end-user FAQ & training documentation
• Enthusiastic and pleasant attitude
• Strong desire to learn
• Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes
• Upholds best practice standards as well as departmental policies and procedures
• Excellent listening skills, verbal and written communication.
• Excellent knowledge of English and Dutch (for locations in Belgium, Netherlands) is required. Knowledge of French or the ability to develop French.
• Able to travel frequently to supported regional locations (10%) Additional Key Skills/Experience:
• Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices.
• Experience supporting Email systems such as Exchange/Outlook
• Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)
• Experience imaging/deploying desktops, laptops & mobile devices
• ITIL Foundation certificate