Desktop Support L1

Strong knowledge of iMac device

• Diagnostic services
• Scan and defragment disk drives
• Update virus definitions, scan for spyware
• Update system and application drivers
• Run battery diagnostics, report on disk drive status
• Laptop services including
• Re-image laptops (Windows and Mac)
• Troubleshoot systems
• Training & orientation of laptops, applications
• Upgrade laptops (Windows and Mac), memory, and smart devices (Mobile devices).
• Asset recovery – computer hardware like spares can be drop off at the Tech Bar.
• User awareness services on any of the user request or any new service/application that was launched by client
• Perform proactive health check of devices that are brought to Tech Bar by the user
• Educate users on other avenues of support available to them (for e.g., chat, self-service etc.)
• Provide awareness on any outage or maintenance window that may potentially lead to downtime of service for a user
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Take ownership of customer issues reported and see problems through to resolution.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Provide prompt and accurate feedback to customers.
• Prepare accurate and timely reports.
• Follow the SLA for issues with respect to the severity.