Desktop Support
: Job Details :

Technical/Functional Skills

* Strong knowledge of desktop/laptop hardware

* Good knowledge of Win 10, Win 11 & MS Office

* Knowledge of Mac OS is preferred

* 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 and non-standard devices etc.

* Understanding of active directory, networking

* Hardware, operating system & software knowledge

Roles & Responsibilities

* Provides second-line 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

< p normal = > 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 / 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

Generic Managerial Skills

Team Player

Salary Range: - $55,000 to $70,000 a year