- Provides desktop and End User L1 Support to ensure accessibility of client tools and applications
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- Responsible for incident identification and resolution for level 1 issues.
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- The DA will escalate to the SDTA relating to desktops (PCs, Laptops) for Level II support.
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- The DA will escalate to the SA relating to servers for Level II support.
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- The DA will escalate to the SDC relating ot connectivity and outages for Level II support. The DA will work closely with the SDC and regional teams throughout all incidents
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- Responsible for supporting all facets of desktop administration (logins, passwords, etc.) at local site.
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- Complete Daily, Weekly and Monthly checklists accurately and in a timely manner
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- Responsible for adds, moves and changes of all users of the local center.
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- Participates in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards
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- Assist and act as remote hands and eyes while troubleshooting issues with remote engineers
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- 24x7x365 availability to support end users on an as-needed basis.
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- Serve as the primary IT point of contact for the Site needs relative to site IT need, issues, etc.
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