Desktop Support L1

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
• Assists with Site Security Officer (SSO) on IT security issues and virus elimination
• Creates/maintains 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

Qualifications

• Strong knowledge of desktop/laptop hardware
• Good knowledge of Win 10, Win 11 & MS Office
• Experience on MS Outlook support
• Experience on Active Directory support
• 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