Desktop Support

Job Details

Role & Responsibilities

Assisting users on various PC related issues via Phone/Email or chat over remote session or by visiting user desk

Supporting new user onboarding by deploying new PC and then collecting old PC's during offboarding

Escalate incidents with accurate documentation to suitable technician, when required.

Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Coordinating with vendor for any hardware/software issues

Assisting team on PC LCM project to deploy new PC's by doing apps and data migration

Coordinate with asset team to ensure asset updates are done as soon as new assets received or shipped to lessor

Packing/Unpacking of PC's received from vendor or from different site

Returning end of lease PC's back to the lessor

Creating/updating knowledge base articles for any new issues

Provide suggestions for continuous improvement

Must-Have

Strong analytical skills and problem-solving ability to troubleshoot various issues on Laptop/Desktop/Mobile Devices

Printer and Network Troubleshooting

Experience supporting Win 7, Win 10 and Office 365 applications

Knowledge of imaging PCs using SCCM environment

Knowledge on mobile device managed using Intune MDM

Ability to present ideas in user-friendly language

Good Communication skills

Multi-tasking capabilities

Good-to-Have

PowerShell or any scripting knowledge

Thin client management experience

Knowledge on application packaging or image management using MDT

Rigor to work for customer satisfaction and end user experience

Eagerness to research and explore new equipment, hardware and software technology