Workplace roll out and IT Service Kiosk Services

Experience And Education

Essential Qualifications/Experience:

• Knowledgeable and experienced in the nature of the tasks and activities of the Service
  
  

Duties/Role

• Incident management
  
  

ü Logging, updating and tracking IT issues reported by users in the Purchaser’s IT Service Management (ITSM) ticketing system

ü Troubleshooting hardware and software, including drivers, issues and problems using variety of Purchaser’s toolsets and IT systems

ü Providing resolutions or escalating issues to higher level of support if necessary

ü Note: While troubleshooting to identify faults in hardware is performed as part of the incident management, hardware repairs and/or hardware upgrades are out of scope

• Technical support and assistance
  
  

ü Providing on-the-spot assistance with IT-related queries

ü Assisting with setup and configuration of personal devices (e.g. laptops, smartphones)

ü Image the laptops and workstations with baselines provided by the Purchaser

ü Reset to factory default smartphones and tablets

ü Assist with issuance and troubleshooting of smartcards and related certificates

• Asset management
  
  

ü Issuing and receiving IT assets such as laptops, smartphones, tablets, workstations, thin clients, and peripherals

ü Managing inventory and ensuring assets are properly tracked and recorded in the Purchaser’s asset management system

ü Ensuring the local inventory is sufficient to respond to incidents immediately

ü Taking accountability for assets in inventory and follow the Purchaser’s procedures regarding asset hand over and disposal

• User education and training
  
  

ü Providing on the spot training and education to users on how to use the hardware and software effectively, adhere to IT policies, and mitigate security risks

• Network connectivity and assistance
  
  

ü Assisting with connecting to corporate networks, Wi-Fi and VPNs

ü Troubleshooting network connectivity issues

ü Providing credentials to visitors for access to a guest Wi-Fi network

• Feedback and improvement
  
  

ü Maintaining comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps for common issues

ü Gathering user feedback on the provided IT services

ü Analysing the feedback to identify areas for improvement

ü Implementing changes to enhance the user experience