Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
Manage IMAC and desk-side support services.
Manage hard and soft break fix services for laptops and desktops.
Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (Field Users) devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
Support, manage, optimize, and maintain the configuration and installation of the desktop, to include, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
Analyse Service Desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirement and automation.
Ensure that each desktop device is installed with the appropriate desktop image.
Manage desktop device (hardware and software) incidents through to resolution.
Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
Provide VIP support for desk-side issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable, like for MI calls.
Requirements:
As an Onsite Support Technician with minimum of one to three years of technical experience in service delivery and End user hardware and software Configuration troubleshooting providing quality services to the end users which includes the following key roles and responsibilities, but not limited to:
Provide customer facing end-user support that includes:
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
Perform onsite updates, Configuration changes, or Software installations.
Provide onsite technical assistance to End Users.
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Provide Hand and Feet support for network data and voice devices
