Exp: 1yrs to 3yrsAddress 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 ManagementServicesEnd user computing Service• Desktop, Laptop end to end support• Printer-Peripheral Support• Mobile device Support• Email ,Internet, Business Application assistancePatch Management• Windows client side patch update• Troubleshooting &resolutionApplication L1 Support• Incident Classification and routing to proper resolver group• First Level Support based on SOP’s on Business ApplicationsService level management• Service Level Administration• Dashboard• ReportingAsset Management• IMAC Request Management• Asset Audit & Compliance• Asset Reconciliation with Finance Asset register• Asset lifecycle Management
Job Title
DESKTOP SUPPORT