What are the responsibilities and job description for the Desktop Support L1 position at Service Global?
Responsibilities :
- Provides second-line investigation and diagnosis.
- Resolves and closes incidents / service requests as per the procedures & allocated timelines
- Logs relevant incident / service request details as per process in ITSM tool.
- Communicates with client regarding incident progress
- Ensures tickets are updated at all times until issues are resolved
- Complies with Quality Health Safety Environment (QHSE) and IT policies
- Liaises with clients, IT support groups and 3rd party providers when necessary
- Performs staging of PCs
- Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
- Conducts hardware and software maintenance and support
- Troubleshoots and resolves PC incidents and / or VIP requests
- Assists with Site Security Officer (SSO) on IT security issues and virus elimination
- Creates / maintain documentation for scope of work
- Special events coverage, meeting room & VCON & voice devices support
- Centralized hardware and Spare part stocking and local site inventory management and asset management
- Stock management
- Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
- Hardware vendor coordination for Break fix
- Imaging & provisioning of devices. Setup and build workstations
- Update AMDB including hardware and software
- PC and other devices - logistics management
- Coordinate activities with third parties to resolve the IT issues or complete service requests
- Follow standard operating procedures as documented in the knowledge management system.
- Providing trainings / demo's when needed to end users
- Onsite admin tasks e.g. backup, OS migration.
- Onsite Operational support of Industrial mobility devices
- Mobility - Operational support for company owned mobile phones / tablet devices and BYOD
- Asset Disposal
- Coordinate with regional / global support groups for end-to-end request resolution and escalation.
- Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
- Operational support for non-network connected HBO AIO Printer / Scanner / Fax
- Loading / Reloading of PCs with standard image for deployment of CME Kiosk Machines
- Strong knowledge of desktop / laptop hardware
- Good knowledge of Win 10, Win 11 & MS Office
- Experience on MS Outlook support
- Experience on Active Directory support
- Understanding of daily operations and delivery processes
- Application / software installation and trouble shooting
- Knowledge / exposure on ticketing tools (Service Now)
- Windows system administration
- Strong Troubleshooting Skills
- Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
- Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.
- Understanding of active directory, networking
- Hardware, operating system & software knowledge
Mandatory Skills
EUCL1 / / Experience with various desktop systems, operating systems, and diverse technical environments. Excellent customer service orientation and verbal communication skills.
