Desktop L2
• Resource should have 6 month to 1 years' experience.
• Troubleshooting & fixing desktop/laptop OS, e-mail client, printer/scanner, print queue related £2 level issues
• Creating OS images to reduce the OS deployment time
• Problem solving Capability in IBM, HP and Dell and other vendors laptop/ desktop Hardware
• Escalation handling
• Desktop/Laptop Inventory management
• Mentoring FMSS teams unresolved issues
⚫Leading the FMS Team in absence of Team Leader
•Ability to quickly analyze & diagnose technical problems
• Independently generates solutions based on analytical, technical skills and business knowledge Mentor and train other team members
• Problem determination and resolution within SLA's
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Should be able to Perform Root Cause Analysis for the incidents Handle technical escalations
• Ability to acquire; new skills & keep them updated
• Work with Local & Global Teams
• Proactive and clear communication skills
• Quality and Process Knowledge
• Should be good in client communication skills
• Willingness to travel to different locations on short team. (Travel and location flexibility)
Willing to Work on Shifts based on the projects need
Resolving the tickets/ queries and servicing them
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert
- Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
- Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.
- Behavioral Competencies
- Problem solving
- Execution excellence
- Passion for results
- Collaborative working
Deliver
No.
Performance Parameter
Measure
1.
100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails
2.
Desktop Support