Desktop EUC L1

Roles & Responsibilities

• 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 user) 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 be 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 Customer 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 point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Mandatory Skills

• Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills
• Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices)
• IT Service Desk/Incident Management
• Network & Compute Support
• Software Installation & Upgrades
• ITIL/IMAC