Desktop Support L2

Job Responsibilities :

• Provide customer-facing end-user support that includes
• Break-fix support for Laptop, desktops, tablets and associated hardware peripherals
• IMAC support including large scale / bulk office moves / re-stack activities (all moves)
• Support for operating systems, base-load software, MS Office suite and other business applications.
• Support for the Imaging devices (print / scan / copy / fax) that includes printers and MFDs
• Access related issues with smart card, passwords and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (IOS / iPhone / IPads)
• VIP and home-based office (HBO) user support
• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement)
• Perform managed print service invoicing / meter read / polling report verification
• Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT / AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Strong understanding of client-based Operating Systems
• Strong ticketing system experience
• Proficient understanding of level 1 Helpdesk services
• Strong understanding of end-user hardware
• Strong knowledge of client-based applications
• Proficient with common network protocols (TCP / IP) for device connectivity issues
• Excellent communication skills (English & Local language)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others
• Excellent analytical skills, Work Ethic and Problem-solving skills
• Basic Safety knowledge in order to assist users with ergonomic equipment
• Ability to lift heavy equipment's within stockroom
• Customer experience - CSAT focused on Customer is #1 Attitude
• Professional and courteous and Ability and patience to work in a highly dense client environment
• Flexible for travelling to remote sites / Colocations
• Technical Certification (Microsoft / HP / Dell) in a similar field will be an added advantage

Mandatory Skills

IMAC support including large scale / bulk office moves / re-stack activities (all moves)