Resolves and closes incidents/service requests as per the procedures & allocated timelines
Logs relevant incident/service request details as per process in the ITSM tool.
Communicates with client regarding incident progress
Ensures tickets are updated at all times until issues are resolved
Complies with Quality Health Safety Environment (QHSE) and IT policies
Liaises with clients, IT support groups and 3rd party providers when necessary
Performs staging of PCs
Performs IMAC (Install, Move, Add, and Change) of end-user hardware (laptops, desktops, mobile devices, printers, desk phones, meeting room devices, etc).
Conducts hardware and software maintenance and support
Troubleshoots and resolves PC incidents and/or VIP requests
Assists with Site Security Officer (SSO) on IT security issues and virus elimination
Creates/maintain documentation for scope of work
Special events coverage, meeting room & VCON & voice devices support
Centralized hardware and Spare part stocking and local site inventory management and asset management
Stock management
Break fix services to nearest small sites, leveraging shipping options (Device exchange or Loaner PC)
Hardware vendor coordination for Break fix
Imaging & provisioning of devices. Setup and build workstations
Update AMDB, including hardware and software
PC and other devices: logistics management
Coordinate activities with third parties to resolve the IT issues or complete service requests
Follow standard operating procedures as documented in the knowledge management system.
Providing trainings and demo’s when needed to end users
Onsite admin tasks e.g. backup, OS migration.
Onsite Operational support of Industrial mobility devices
Mobility: Operational support for company-owned mobile phones, tablet devices and BYOD
Asset Disposal
Coordinate with regional/global support groups for end-to-end request resolution and escalation.
Operational support of buyer-certified standalone printers (driver installation / connectivity and printer software-related troubleshooting)
Operational support for non-network connected HBO AIO Printer / Scanner / Fax
Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines
Technical/Functional Skills
Strong knowledge of desktop/laptop hardware
Good knowledge of Win 10, Win 11 & MS Office
Experience on MS Outlook support
Experience on Active Directory support
Understanding of daily operations and delivery processes
Application / software installation and trouble shooting
Knowledge / exposure on ticketing tools (Service Now)
Windows system administration
Strong Troubleshooting Skills
Hardware, operating system & software knowledge of laptops, desktops, mobile devices, printers etc.
Working knowledge of supporting computer peripherals, like printer, scanners, non-standard devices, etc.
Understanding of active directory, networking
Hardware, operating system & software knowledge
Mandatory Skills
• Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
