Desktop Support
Desktop Support
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Job Description
Role Description:
Provides secondline investigation and diagnosis.
Resolves and closes incidents/service requests as per the procedures & allocated timelines
Logs relevant incident/service request details as per process in 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 / demos 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 endtoend request resolution and escalation.
Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
Operational support for nonnetwork connected HBO AIO Printer / Scanner / Fax
Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines
Employment Type
Full Time
