Desk Side Support - Urgent need

Key Responsibilities:

On-Site Technical Support

• Provide hands-on support for hardware and software issues directly at the user’s workstation
• Diagnose and resolve technical problems related to computers, peripherals, and network connectivity in Windows and Mac operating systems
• Escalate complex issues to higher-level IT teams or specialized departments when necessary
• Install, configure, and upgrade hardware and software as needed
• Good Knowledge of Windows OS and Mac OS
• Handson experience in Active Directory,Exchange,O365
• Troubleshooting Microsoft Office applications and other application related issues.

Incident Management:

• Address and resolve service requests and incidents in a timely manner, ensuring minimal disruption to end-users
• Prioritize and categorize issues to ensure efficient resolutionCommunicate with end-users to provide updates on the status of their requests and incidents
• Perform root cause analysis for recurring issues and recommend long-term solutions.

User Assistance:

• Assist users with technical inquiries, software installations, and system configurations
• Educate users on best practices for using IT resources and tools
• Assist users with password resets other service requests.

System Maintenance:

• Perform routine maintenance tasks such as system updates, patches, and backups
• Monitor system performance and report any anomalies or issues to the appropriate teams
• Perform Conference room checks to ensure the audio/video works fine and the physical connections are working properly
• Manage shipping and collecting computers from the users.

Equipment Management:

• Manage the inventory of IT equipment, including tracking and maintaining records of hardware assets
• Coordinate the deployment, relocation, and disposal of IT equipment.

Documentation:

• Maintain accurate records of support activities, including issue resolution and equipment changes
• Update knowledge base articles and internal documentation to reflect current procedures and solutions.

Customer Service:

• Provide a high level of customer service with a focus on professionalism and empathy
• Handle user complaints and escalations with a solution-oriented approach.

Training and Development:

• Assist in the training of new team members and end-users on IT systems and procedures
• Stay current with industry trends and technologies to provide effective support.

Compliance and Security:

• Ensure compliance with organizational policies, procedures, and security protocols
• Report any security breaches or vulnerabilities to the appropriate teams.

Collaboration:

• Work closely with other IT staff and departments to ensure cohesive support and efficient problem resolution
• Participate in team meetings and contribute to the development of best practices and process improvements.

Primary Skills :

• Windows OS Knowledge
• Microsoft Office / Other Applications Troubleshooting
• Mac OS Knowledge
• Troubleshooting Windows and Mac computers
• Basic hardware knowledge
• Active Director
• Exchange
• ITIL basics ( Incident management
• Good English Communication ( Written/Speaking)

Secondary Skills: (Additional Skills)

•  SSCM
• Microsoft Intune
• JAMF