Desktop Operations Administrator

What will you contribute?

This position will provide onsite support for End User computer devices such as laptops/desktops, mobile devices, video conferencing equipment, and printers. The candidate will support VIP employees (White Glove). The role will support incidents, service requests, IT onboarding and offboarding as well as basic IMAC responsibilities. The role will follow Finastra Asset management policies and procedures with the deployment, recovery, and disposal of assets.

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:

• Manage Desktops and Laptops running Microsoft Windows and Apple MAC OS using current Finastra procedures.
• Manage end user devices with the existing tools supporting printers, desk phones, voicemail, MS Teams, application setup/support, and mobile devices.
• Provide support to all authorized users who access Finastra provided services, Help Desk device and software from any location, troubleshoot remotely using Finastra tools and break-fix services as applicable.
• Provide status and updates on incidents/problems at Finastra's request and according to severity guidelines.
• Coordinate Help Desk service-related activities with Finastra's Level 2 and Level 3 support teams, and communicate with the authorized users as necessary. Status communications on ticket progress with the end user/requestor to be done and documented in each ticket.
• Provide support for all video/audio conference endpoints at all Finastra locations (including vendor maintenance coordination and end user operational support).
• All activities in relation to White Glove Services (i.e., open new tickets, follow tickets, ensure the correct ticket closing, etc.) on behalf of the White Glove authorized user are performed by desk side personnel or remote Help Desk support.
• Perform asset tracking, inventory management, and monthly reporting (asset details, location).

Required Experience:

• University education or equivalent.
• Strong knowledge of PC, Mac Windows 11, and iOS.
• Strong customer service and communication skills.