This role focuses on providing comprehensive IT support, primarily for end-user computing and deskside services. It suits a candidate with strong technical skills in hardware and software troubleshooting, as well as experience in IT service management operations.
Responsibilities
Manage IT Service Management operations, primarily in End User Computing and Deskside support services
Assemble and re-seat components like RAM, SSD, screens, WLAN cards, keyboards, and motherboards
Perform system recalibration and thorough sanitization of both external shells and internal components, including cooling fans
Troubleshoot network issues
Utilize SCCM/Ivanti/Intune for deployments and installations
Install operating systems, handle OS-related issues, and troubleshoot problems
Install patches and packages, and troubleshoot related issues
Handle Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.)
Coordinate with Facilities teams for maintenance and management of Non-Network devices such as CCTV Cameras and humidity sensors
Ensure all workstations are updated with the latest Anti-Virus, patches, Windows patches, and feature packs
Troubleshoot using remote support tools like RDP, IDRACK, ILO, IP Phones etc.
Troubleshoot printer issues and perform file restorations
Manage and maintain asset inventory
Follow the Laptop Reclamation Process and escalation guidelines to reclaim laptops
Coordinate laptop stock, imaging, allocation, and de-allocation where Service Provider Site support resources are staffed
Manage the entire laptop lifecycle, including maintaining accurate status in ITSM platform according to regional processes and policies
Manage mobile devices, handhelds, docking stations, monitors, mouse, keyboard, and power cords etc.
Perform housekeeping activities such as space reclamation and profiles archiving
Install software
Requirements
3 to 4 years of experience in managing IT Service Management operations primarily in End User Computing and Deskside support services
High-level understanding of Desktop Support technology areas and understanding across infrastructure components
Ability to assemble and re-seat components like RAM, SSD, screens, WLAN cards, keyboards, and motherboards
Capable of system recalibration and thorough sanitization of both external shells and internal components, including cooling fans
Network understanding and troubleshooting skills
Experience in usage of SCCM/Ivanti/Intune for deployments and installations
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Experience in OS installation, handling OS related issues and troubleshooting of issues
Experience in patches and package installation and troubleshooting
Experience in handling Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.)
Good exposure in troubleshooting using remote support tools like RDP, IDRACK, ILO, IP Phones etc.
Ability to troubleshoot printer issues and file restorations etc.
Customer service focused; ability to manage key stakeholders in a positive, poised, and effective manner
Proven experience effectively communicating issues/challenges and solutions to the business
Strong understanding and demonstrated experience working within the Managed Service Operation
Excellent English communication skills, both written and oral, and analytical skills
Knowledge and experience with ITIL Service Management Lifecycle framework and processes
Experience in managing/maintaining/tracking of Asset Inventory
