The role
Job description
Job Summary
Weekdays support with ad-hoc weekend support if needed. • Address user tickets regarding hardware, software and networking • Walk customers through installing applications and computer peripherals • Ask targeted questions to diagnose problems • Guide users with simple, step-by-step instructions • Test alternative pathways until the issue is resolved • Configure and provision Mobile device and Laptops. • Configure and provision BYOD devices. • Ensure BYOD and Mobile device configuration request are completed on priority. • Provide priority support to VIP user requests. • Install operating system and applications on new and replacement systems • Record assets in CMDB and SharePoint and maintain proper asset registry • Replace Hardware components as per requirement • Customize desktop applications to meet user needs • Record technical issues and solutions in ticket logs • Direct unresolved issues to the next level of support personnel • Follow up with clients to ensure their systems are functional • Help create technical documentation and manuals Infrastructure Management Services End user computing Service • Desktop, Laptop end to end support • Printer-Peripheral Support • Mobile device Support • Email ,Internet, Business Application assistance Patch Management • Windows client side patch update • Troubleshooting &resolution;\nApplication L1 Support • Incident Classification and routing to proper resolver group • First Level Support based on SOP’s on Business Applications Service level management • Service Level Administration • Dashboard • Reporting Asset Management • IMAC Request Management • Asset Audit & Compliance • Asset Reconciliation with Finance Asset register • Asset lifecycle Management
Key Responsibilities
Weekdays support with ad-hoc weekend support if needed. • Address user tickets regarding hardware, software and networking • Walk customers through installing applications and computer peripherals • Ask targeted questions to diagnose problems • Guide users with simple, step-by-step instructions • Test alternative pathways until the issue is resolved • Configure and provision Mobile device and Laptops. • Configure and provision BYOD devices. • Ensure BYOD and Mobile device configuration request are completed on priority. • Provide priority support to VIP user requests. • Install operating system and applications on new and replacement systems • Record assets in CMDB and SharePoint and maintain proper asset registry • Replace Hardware components as per requirement • Customize desktop applications to meet user needs • Record technical issues and solutions in ticket logs • Direct unresolved issues to the next level of support personnel • Follow up with clients to ensure their systems are functional • Help create technical documentation and manuals Infrastructure Management Services End user computing Service • Desktop, Laptop end to end support • Printer-Peripheral Support • Mobile device Support • Email ,Internet, Business Application assistance Patch Management • Windows client side patch update • Troubleshooting &resolution;\nApplication L1 Support • Incident Classification and routing to proper resolver group • First Level Support based on SOP’s on Business Applications Service level management • Service Level Administration • Dashboard • Reporting Asset Management • IMAC Request Management • Asset Audit & Compliance • Asset Reconciliation with Finance Asset register • Asset lifecycle Management