Job Summary

The Support Administrator for Microsoft VDI Solution/RDSH plays a critical role in ensuring the smooth operation of virtual desktop infrastructures. This position focuses on independently resolving customer tickets, providing on-call support, and conducting root cause analyses to enhance service quality and customer satisfaction.

Key Responsibilities

1. Provide Technical Support For Microsoft Vdi Solution And Rdsh By Independently Resolving Tickets And Ensuring Adherence To Agreed Slas For Ticket Volume And Response Time.
2. Conduct Root Cause Analysis Of Escalated Issues In Virtual Desktop Environments, Implementing Solutions To Prevent Recurrence And Improve System Reliability.
3. Update And Manage Knowledge Base Articles To Facilitate Continuous Improvement And Streamline Support Processes.
4. Deliver Training And Coaching To New Team Members And Analysts, Enhancing Team Capabilities And Operational Efficiency.
5. Ensure High Levels Of Customer Satisfaction By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, Contributing To Overall Csat Metrics.

Skill Requirements

Helpdesk Specialist –

RDS (Remote Desktop Support)- English, German, French, Spanish

Job Description

• Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. • Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.

• Ensure customer service goals are met.

 • Communicate comfortably and effectively with customers and management

 • Demonstrable Subject Matter Expert on Service Desk

• Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management.

• Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics

• Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies;

• Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;

• Experience of implementing or operating a unified Service Desk in a multi-supplier environment;

• Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;

• Excellent communication (verbal, written, listening) and influencing skills.

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users

• Route problems to internal I.M. support staff

• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution

• Administer and provide User Access and Exit controls.

• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention

• Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the close

• To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices

• To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to

1. Proficient In Microsoft Vdi Solution And Rdsh Technologies.
2. Solid Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Strong Problem-Solving Skills And Analytical Abilities To Conduct Root Cause Analysis.
5. Excellent Communication And Interpersonal Skills To Support And Train Team Members.

 

 

Other Requirements

1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)