Job Summary

Desktop Support Services – Job Description\

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 manualsInfrastructure 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;Application 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 Reconciliation with Finance Asset register 

• Asset lifecycle Management 

Key Responsibilities

N/A

Skill Requirements

N/A

Other Requirements

N/A