Desk side support

Skills : Deskside Support, EUC

Roles & Responsibilities

Provides second-line investigation and diagnosis

Resolves and closes incidents/service requests as per help desk procedures &

allocated timelines

Escalates unresolved incidents/service requests within agreed timescales

Logs relevant incident/service request details as per process

Communicates with client regarding incident progress

Ensures tickets are updated at all times until issues are resolved

Complies with Health Safety Environment (HSE) 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

Assists Server Team & network team whenever touch support is required onsite

for servers in local server rooms or NW devices at site.

Creates/maintain documentation

Special events coverage, meeting room & VCON & voice devices support

Local network support and/or assists centralized Network team

Manage the life cycle of hardware, including installation or replacement of back

office equipment such as network hardware (routers, switches, wifi controller, wifi

Aps)

Maintain server room inventories, room layout and assets list

Centralized hardware and Spare part stocking and inventory management

Surplus equipment management

Break fix services to nearest small sites - leveraging shipping options (Device

exchange or Loaner PC)

Asset disposal services

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

Participate in the onsite implementation of simple and complex client change

requests.

Follow standard operating procedures as documented in the knowledge

management system.

Providing trainings / demo's when needed to end users

Onsite admin tasks e.g. backup, OS migration.

Manage the life cycle of Network hardware, including installation or replacement

of back office equipment such as network hardware (routers, switches, wifi

controller, wifi Aps)

Network cable and fiber management for circuit installation

Network hardware checks and reboots (including on-demand)

Manage network related assets and connections

Activities such as moving and setting up cables, hardware etc

Escort service/maintenance providers to server rooms, IDFs or MDFs, office areas

or any location to replace equipment, including off-hours when maintenance is

required

Help 3rd parties with troubleshooting within SLA by providing hands and feet

support (power checks, visual checks, basic troubleshooting )

Maintain access lists and manage logbooks

Ensure off-hours presence in case of scheduled maintenance

Collaborate with local site partners to maintain the following systems:

o Fire detection and suppression

o Power (Uninterruptible Power Supply (UPS), generators, Automatic

Transfer Switch (ATS), Power Distribution Unit (PDU)), and cooling

(temperature and humidity)

o Physical access, e.g. badges, PIN or biometric

Receive, rack and power Server hardware and install basic configuration if needed

Maintain and update server room, network cabinets and office areas cabling within

server rooms, including cables, fibers and power delivery management

Maintain inventories, room layout and assets list for server & NW hardware

Manage decommissions, disposals and transfers of hardware and server rooms and

trade in returns to vendors

Manage tape backup and handling

Experience in

Number of Years

Minimum of 3-5 years in Onsite Desk side/Touch support (Candidates who have previously

worked in a technical support environment with good OS knowledge preferred)

Soft Skills Clear and strong customer focus and relationship

Good interpersonal and communication skills

Flexibility and ability to prioritize

Ability to perform in adverse situations