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:
- 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. Robust 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)