Regional Lead Desktop Support Analyst
hace 3 días
source : eQuest Inc.

At Golder, we thrive on challenges.

Golder is not just a place to work, it is a promise of a living, dynamic environment where people collaborate, innovate, build enduring relationships, excel, and grow professionally in a strong culture of ownership.

The purpose of the Regional Lead Desktop Support Analyst is to support the "end-user computing" environment, both in terms of managing the in-region Desktop Support Analsysts, continuing to provide end-user support and be a point of escalation, working closely with management to identify, recommend, develop, implement, and support cost-effective technology solutions.

Working in the Global Desktop Support team, the Regional Lead Desktop Support Analyst will to lead the regional day-to-day operations of a multi-person group of IT professionals providing user-facing desktop support, computer provisioning and deployment services.

and focus on offering excellent customer service, in particular for remote locations where there is no on-site IT support.

Key Responsibilities

  • Leading the Desktop Support Service Team for the region;
  • Promoting seamless integration with the Global Helpdesk;
  • Maintaining IT documentation to a high standard;
  • Liaison with other regional and Global IT Service teams at Golder; and
  • Promoting excellent IT customer services in all reginal locations
  • Conduct the installation, configuration and deployment of Windows end-user operating systems - currently Windows 10;
  • Perform PC hardware installation and troubleshooting;
  • As part of the deployment task, conduct full user-state migration;
  • Provide application installation and support;
  • Order hardware and software as needed from approved vendors;
  • Resolve support issues that are assigned to desktop support from the Golder Global Helpdesk;
  • Primarily, for Golder locations across the region, remote support will be undertaken. There will occasions when national and international travel will be necessary when on-site support is required;
  • Display a 'safety first' attitude in line with an interdependent health and safety culture, promote positive health and safety, raise safety issues through the appropriate channels and adhere to Golder health and safety policies and procedures;
  • Act in the spirit of Golder's values and do not misinterpret their meaning. Adhere to the Code of Conduct at all times and raise concerns as appropriate.
  • Regularly familiarise self with the Code of Conduct and how it is applicable to own role / position within Golder; and

  • Ensure actions and behaviours are aligned to Golder's Equality Policy at all times.
  • This job description describes the principal purpose and main elements of the job. It is a guide to the nature of the main duties as they currently exist but it is not intended as a wholly comprehensive or permanent schedule of tasks.

    The post holder is expected to work flexibly and respond positively to changing business needs.

    Skills and Qualifications


  • Educated to high school level, with a recognised qualification in at least one subject of a scientific or technical nature, ideally computer studies (or equivalent);
  • A minimum of 5 years in an IT support role, ideally end-user focussed, and within the engineering consultancy industry, and have experience of people management;
  • Experience of leading a team and managing individuals and;
  • Ensuring SLAs are adhered to and be capable of introducing measures so they are maintained
  • Excellent knowledge of the Microsoft Windows operating system, common applications, specifically Microsoft Office, and other popular computer software;
  • Experience of Incident management using a recognised ticketing system;
  • Excellent troubleshooting skills;
  • Self-motivated and focussed, with the ability to work in a team-orientated, collaborative environment;
  • Excellent communication skills, both written and verbal (in English);
  • Good attention to detail;
  • Analytical, problem-solving approach;
  • Full driving licence; and
  • Willingness and ability to travel, and potentially internationally.
  • Desirable

  • A good understanding of computer networks;
  • A good understanding of Microsoft Server Operating Systems;
  • An understanding of ITIL Service Management, and;
  • Additional language skills.
  • Competencies

  • Ownership attitude : cares, takes pride in their work, takes ownership of assigned tasks and role;
  • Shows initiative : proactively does more than expected, looks beyond assigned tasks;
  • Enthusiastic : positive, eager, wants to get involved;
  • Learning and growth : desire for continuous improvement and contribution, takes feedback well, wants to learn and improve;
  • Willing to ask questions : wants to understand our business;
  • Versatile / flexible : willing to try different things;
  • Good communication : strong written and verbal communication, clearly expresses their ideas;
  • Detail and quality focus : has a high standard of care in all they do, takes pride in their work, pays attention to detail;
  • Good judgement : confidence to ask questions, knows when to and is willing to ask for help, knows their limits
  • Organisation : ability to prioritise time and demands, juggle multiple tasks; and
  • Work ethic : diligent and hard working - prefers a challenging environment.
  • Your benefits at Golder will include :

  • Competitive flexible benefits and remuneration packages.
  • Private health care.
  • Option to purchase shares within an employee owned structure.
  • On the job training, mentoring and coaching.
  • Renowned for technical excellence, Golder is a leading, global employee-owned engineering and consulting firm with over a half century of successful service to its clients.

    With over 165 offices in over 40 countries, Golder's 6,500 professionals are driven by a passion to deliver results, offering unique specialized skills to address the ever-evolving challenges that earth, environment and energy present to clients across the infrastructure, mining, oil and gas, manufacturing and power sectors.

    To learn more about our company and culture click here to view The Promise of Golder video. We invite you to join our LinkedIn community where you can stay in touch of our latest news and the roles we are recruiting for in Latam and the world.

    Golder is committed to providing equitable treatment and equal opportunity to all individuals. As such, Golder will provide accommodations throughout the recruitment and selection process to applicants with disabilities, upon request (Law 20.422)

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