The Deskside Support SR Analyst is responsible for providing technical assistance and support to end-users within the organization. This role involves troubleshooting hardware and software issues, resolving technical problems, and ensuring a smooth and efficient operation of IT systems. This role involves interacting with internal customers, including Senior Executives, to gather needs and transform them into technical solutions. Exceptional customer relationship and communication skills, along with a passion for delivering excellent customer experiences, are essential. She or He is responsible for implementing IT Workplace solutions, including collaboration, desktop, mobile, and other end-user solutions.

Main Responsibilities:

Technical Support:

• Provide timely and effective technical support to end-users.
• Diagnose and resolve hardware and software issues.
• Assist with the installation, configuration, and maintenance of IT equipment.

User Assistance:

• Respond to user inquiries and provide guidance on IT-related matters.
• Conduct training sessions to help users understand and utilize IT systems effectively.
• Create and maintain documentation for common technical issues and solutions.

System Maintenance:

• Perform regular system checks and maintenance tasks.
• Ensure all IT equipment is functioning properly and efficiently.
• Coordinate with other IT teams to address and resolve system-wide issues.

Incident Management:

• Log and track incidents using the organization's ticketing system.
• Prioritize and escalate issues as necessary to ensure timely resolution.
• Follow up with users to ensure satisfactory resolution of incidents.

Collaboration:

• Work closely with other IT team members to share knowledge and best practices.
• Participate in team meetings and contribute to the continuous improvement of IT services.
• Assist with IT projects and initiatives as needed.
• Manage multiple projects or tasks simultaneously.
• Deploy workstation and laptop builds, maintain equipment inventory, and assist with lifecycle planning and hardware refresh projects.
• Act as a Subject Matter Expert (SME) for desktop/laptop environments, serving as an escalation point for complex issues.

Main Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support role.
• Strong knowledge of hardware and software troubleshooting.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Advanced knowledge of Windows 11, Office 365, and desktop support.
• Fluency in English.
• Confidence in local and global meetings.
• Excellent communication, organization, project management, and teamwork skills.
• Experience in customer solutions, Design Thinking, or UX, and mobile solutions is a plus.
• ITIL certification is a plus.
• Advanced understanding of SCCM for package deployment and patch management.
• Patience and clear communication with internal end users.
• Solution architect experience with Microsoft Windows 11 and Office 365; knowledge of Windows PowerShell scripting. VDI experience is a plus.

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