Desktop Support

**_Department Description
- **

Global Technology Services department (RESG/GTS) includes all the IT infrastructure resources of Société Générale and its subsidiaries (Crédit du Nord, Franfinance, etc.) in France and abroad.

GTS aims to ensure the Information System (IS) production quality level and to respond to Group business needs for the set-up of new infrastructure services.
GTS is the entity that provides infrastructure services for the entire Société Générale group. It provides the bank with IT production and plays the role of IT infrastructure department.

**MISSIONS**

**Primary Objectives**:

- To provide direct user support for front and back office and support functions
- To work with 2nd level support of system administrators or external vendors to determine nature of problem relating to systems/PCs and related software
- To use technical and analytical expertise/knowledge of systems to resolve problems internally

**Principal Responsibilities**:

- Perform L1/L2 troubleshooting and break-fix (in person, by telephone, or via remote access) in a timely and accurate manner.
- Installing, diagnosing, repairing, maintaining, and upgrading all IT hardware/software and equipment (including but not limited to PC, Laptops, IP Phones, tablet, smartphones, dealer boards and Printers).
- Log all incident and request cases on the call logging system. To solve or escalate IT related problems and follow them through until case closure. These could range from urgent calls requiring immediate attention; to request for maintenance on hardware or information relating to the introduction of new systems.
- User account administration; removal of access for new and existing users.
- Assist to set-up and troubleshoot Town halls, Video, and Audio Conference issues.
- Create, update, and publish documentations relating to innovative solutions for enhanced user experience. Train users on new technology products being launched.
- Simulate technical issues encountered by end-users to come up with a standard permanent resolution.
- Actively utilise and contribute to the knowledge management system.
- Support MAC -Move, Add, Changes relating to user desk relocation and equipment upgrade.
- Actively participate in regional projects. Propose improvements to GTS services.
- Asset management; Track and monitor IT assets including hardware, accessories, loaned equipment’s, servicing, decommissioning and replacement.
- Liaise with 3rd party vendor in the proper provision of a timely support respond and resolution.
- Actively involved in Business Continuity pre and post events. Monitoring, maintaining BCP equipment and provide support.

**PROFILE**

**ACADEMIC BACKGROUND AND CERTIFICATIONS, EXPERIENCE**
- Diploma with a qualification in a Computer-based course at the minimum
- Detailed understanding of TCP/IP inter-networking fundamentals, Microsoft 7 workstation/server/infrastructure and/or Solaris/Unix administration.
- Hands-on knowledge on Active Directory, DNS/WIN/DHCP, file/print services, ACL, registry modification, policy configuration, VB scripting, SCCM package delivery and use of other desktop troubleshooting commands/tools would be essential.
- In-depth working knowledge of Microsoft products with a focus on Outlook.
- Day-to-day first-line support directly to the users in terms of hardware/software problems/request.
- A technical knowledge that will allow them to install systems, upgrade and repair, install expansion cards and upgrade PC memory, and to show initiative in solving problems associated with PC.

**OPERATIONAL SKILLS**
- Detailed understanding of TCP/IP inter-networking fundamentals, Microsoft 7 workstation/server/infrastructure and/or Solaris/Unix administration.
- Hands-on knowledge on Active Directory, DNS/WIN/DHCP, file/print services, ACL, registry modification, policy configuration, VB scripting, SCCM package delivery and use of other desktop troubleshooting commands/tools would be essential.
- In-depth working knowledge of Microsoft products with a focus on Outlook.
- Good interpersonal skills to as user interaction is the main part of the job.
- A technical knowledge that will allow them to install systems, upgrade and repair, install expansion cards and upgrade PC memory, and to show initiative in solving problems associated with PC.

**BEHAVIORAL SKILLS**

1. Client - Client focus: I put long term relationship with our clients at the center of my actions, whatever my position

2. Team Spirit - Collective mindset: I favour the team’s interest over my own results

3. Innovation - Technology: I adopt new technologies in the solutions and projects I work on

4. Responsibility - Accountability: I make decisions in my scope of responsibilities

5. Responsibility - Performance: I strive for high performance

6. Commitment - Sustainability: I strive to develop my skills and knowledge