Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

Technical Support & Troubleshooting: Diagnose and resolve hardware, software, and networking issues for end-users via phone, email, remote tools, or in-person. System Installation & Configuration: Install, configure, and upgrade computer systems, operating systems (Windows/macOS), software applications, and peripherals such as printers and scanners. Incident Management: Document and track all IT service requests, incidents, and resolutions within a ticketing system (e.g., Service Now, Jira). Asset & Inventory Management: Manage technology inventory, including hardware procurement, tracking, and the decommissioning of old equipment. Networking & Connectivity: Troubleshoot internet connectivity, VPN access, and office network issues. Documentation & Training: Create technical documentation, FAQs, and provide training or instructions to end-users.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.

2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.

3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.

4. Independently Resolve Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Utilizing Asset Management Software To Track And Manage Incidents Effectively.

5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores By Striving For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of Asset Management Services And Tools.

2. Strong Analytical And Problem-Solving Skills.

3. Proficient In Ticketing Systems And Incident Management Processes.

4. Excellent Communication And Interpersonal Skills.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).

2. Certification In Asset Management (Optional But Valuable)