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Desktop Support Analyst

Company: TP ICAP
Location: Walton
Posted on: April 9, 2021

Job Description:

Job Duties

  • Provide end user support for TP ICAP Staff. This includes remote and onsite support. Troubleshoot, and resolve issues regarding Windows desktops and associated business applications.
  • Support all Microsoft third party and internally designed applications. Install and repair all pc hardware, laptops and peripherals.
  • liaise with end users and quickly identify and implement solutions to their support issues
  • Work with Desktop Management team to test and deploy desktop images. Coordinate and support all user relocations.
  • Provide detailed documentation and communicate precisely with other IT teams as required.
  • Log calls in incident ticketing system accurately and thoroughly with comprehensive detail.
  • Review open problem tickets daily. Follow up with open work orders.
  • Ensure that Incidents and Service Requests have been dealt with to the Business users satisfaction
  • Ensure that response time and resolution time objectives are met as defined in the SLA
  • Communicate with IT staff/management to discuss problem status, policies, procedures, and documentation.
    Knowledge
    • In depth knowledge of Windows desktop technologies.
    • In depth knowledge of Desktop and laptop hardware.
    • Intermediate knowledge of TCP/IP, DNS and Internetworking Technology Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) Knowledge of Server, Voice & Communications Infrastructure.
    • Knowledge of various Operating systems (e.g. Windows, Linux, Apple) Knowledge of Audio and Video Conferencing technologies.
    • Knowledge of common Market Data applications and services.
    • Relevant industry certifications may include Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products
      Experience
      • Associates Degree in Computer Science, related field or equivalent experience
      • Minimum 3 years Desktop Support experience, preferably within a financial services organization.
        Special Job Requirements
        • Shift rota basis
        • Bank holidays
        • Occasional afterhours and weekend work as needed.
          Competencies
          • Customer Service - Strives for high levels of customer satisfaction. Going out of our way to be helpful and pleasant to our customers.
          • Efficiency - Plans ahead, manages time efficiently, is punctual, is cost conscious and is constantly thinking of better ways to do things.
          • Quality of Work - Pays attention to detail, checks own work for accuracy and quality and takes personal responsibility for achieving quality standards. Sets goals and targets for self which improve upon previous performance and constantly strive to exceed existing quality and service standards.
          • Teamwork - Works sensitively with others and shares openly information and knowledge with the appropriate people at the right time, Encourages a co-operative team approach to handle workloads and overcome difficulties and maintains continuous dialogue with unit members as appropriate,
          • Leading - Leads by example. Demonstrates a positive attitude towards working with others and a willingness to move out of their 'comfort zone' in order to gain a clear vision of overall business goals so as an individual they can understand how their tasks contribute to the overall business strategy.

Keywords: TP ICAP, Scranton , Desktop Support Analyst, Professions , Walton, Pennsylvania

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