1.Description of Position:
Provide desktop management support including the distribution of software packages, application packaging management, patch management, antivirus management, electronic inventory management, standard operating environment management.
2.Main Responsibilities of Position:
-Software Distribution and 3rd level support of application packages for managed clients
-Analysis and reporting on account inventory data
-Responsible to ensure account inventory penetration targets are met
-Quality assurance through lab testing procedures and user acceptance testing
-Actual software distribution and associated methodologies & training
-Development of procedure and work instruction documents.
-Align with other global key organizations such as Service Desks, Service Delivery and Networking
-Consulting analysis & desktop strategy proposals for service delivery
-Data integrity management – record removal & archiving - duplicates lost, returned or stolen machines
-Analysis and reporting of desktop patch compliance
-Distribution of Microsoft and other patches
-Management of e-trust Antivirus management software and virus incidents.
Management of standard operating environments and configuration
3.Other responsibilities role will entail:
SOE Management
-Operational Acceptance Testing of new Products while in testing/development cycle
-Define new SOE support requirements to input to design
-SOE Client Build Maintenance
-SOE configuration management.
Deployment
-Install/Configure Toolset applications.
-Acceptance Testing
-Acceptance Testing Server
-Test deployment of certified application to SOE via toolset
-Populate Software Distribution Catalog on all servers
-Updating DSL library
-Updating PowerQuest Servers with new SOEs
-Managing and distribution of patches
-Managing and distribution of SOE updates
Toolset Management
-Implement Patch Management of toolset applications
-Implement Patch Management of toolset clients
-Implementation of Toolset Upgrades on Servers
-Implement client upgrades
-Maintain Server/Toolset Configuration documentation
-Remote Toolset Management (SMS, RRS,PQ, AV, Patching)
-Software Catalog Management
-Acceptance Testing of Changes to live environment
-Manage access to toolset
-Approval for all Toolset configuration Changes (GCARs)
-Ensure Asset Management data gathering via toolset
-Provide data for reporting
-Asset Management Reporting / Metrics
Desktop Client Management
-Update Virus definition file for PCs
-Implement patch management of all Desktops
-Implement desktop standards
-Client Software Upgrades Planning
-Ensure Desktop Software remains current in line with contract
-Acceptance Testing of Changes to live environment
Knowledge Management
-Supply documented fixes
-Approve documented fixes (SMEs)
-Document all procedure and work instruction documents and share the knowledge with offshore resources
Maintenance
-Monitoring of System log files
-Management of Application log files
Software Delivery
-Validation of Software packages.
-Receipt and validation of software delivery packages and addition of software into DSL.
-Creating and maintaining software packages in the Software libraries
-Scheduling, Monitoring, Reporting software deliveries
-Coordinating all efforts to resolve installation problems subsequent to Software delivery
-Maintaining Toolset
-Maintaining toolset process & procedures documentation
Inventory Management
-Data Reconciliation Quality
-Upload inventory to central servers
-Asset management inventory management including the installation of agents
-Provide reporting / metrics
-Implement best practices
-Maintaining and defining what data is collected and collection schedule
-Defining and running queries & reports as requested
-Maintaining a clean DSL application list by monitoring and registering new software as it appears
-Maintenance and submission of MIF files.
4.Problem Resolution
-Resolve all ETS tickets or requests to customer’s satisfaction and within their Service Level Agreements (SLA’s)
-Respond to established priorities on all problems.
-Maintain ownership through the life of a ticket or request.
-Ensure the timely update of the call record and all necessary fields are documented in a professional manner
-Eliminate repeat problem calls.
-Evaluate and recommend innovative technical solutions to satisfy customer's business requirements.
-Customer Satisfaction
-Ensure that the customer is kept up-to-date with the status of their call
-Be a team player contributing to knowledge and support to other members of the team
-Co-operate professionally and effectively with customers and staff
5.Account Knowledge
-Maintain awareness and knowledge of supported account SLAs and License to Support documentation.
-Knowledge of infrastructure
6.Processes
-Adhere to all site Health and Safety, Quality and Security procedures and all operational standards and working practices
-Understand and comply with GIS business processes
-Understand and comply with ETS business processes
-
7.Technology
-Maintain expertise to effectively and satisfactorily perform role while maintaining complete customer satisfaction.
-Maintain awareness of developments in the information technology industry
-Maintain systems software and hardware documentation and where appropriate asset system information
-Ability to use help desk tools to log/monitor/close client calls
8.Typical Outputs and Deliverables:
-Trouble tickets
-Software distribution and Reports
-Patch distribution and reports
-Inventory reports
-Problem resolution
-Providing excellent customer service at all times
-Quality and timeliness of deliverable to Service Level Agreements
-Updating of all mandatory fields within incident management toolset.
-Technical recommendations
9.Skills Required for this Position:
Skills would include knowledge of PC hardware, Application packaging experience, System Engineering experience, scripting experience, communications skills, management skills, Project Management, etc.).
-Communication skills
-Working within a team environment teams
-Knowledge of CSC policies and procedures
-Planning and prioritization skills
-Conflict resolution
-Ability to develop relationships built on trust and confidence |