Desktop Services role is ensuring proper computer operation so end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level. Responsibilities -Strategy & Planning • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Alert management to emerging trends in incidents. -Acquisition & Deployment • Assist in software releases and rollouts according to Change Management best practices. • Conduct desktop product research to support PC procurement and development efforts. Evaluate and recommend products for purchase. • Write technical specifications for the purchase of PCs, desktop hardware, and related products. -Operational Management • Assisting in providing Level I and II Support. • Act as an escalation point for advanced or challenging help requests. • Build rapport with service desk customers. • Escalate problems (when required) to other groups. • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet or Intranet to aid in problem resolution. • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications. • Install anti-virus software and ensure virus definitions are up to date. • Perform preventative maintenance, including ensuring OS patch levels using Baramundi. • Test fixes to ensure the problem has been adequately resolved. • Perform post-resolution follow-ups. • Develop help sheets and FAQ lists for end users. • Reinforce SLAs to manage end-user expectations. • Train end users on how to use the Help Desk system to open tickets.