Desktop Support Technician II

Job Description

Job Description

· Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs.

· Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention.

· Coordinate with higher level remote support teams and Supplier’s Service Desk teams for ticket resolution.

· Participate in war rooms for critical incident management when required or at Customer’s discretion.

· Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.

· Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service with OEM.

· Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model.

· Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals.

· Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model.

· Follow the Customer’s requirements and procedures for escorting vendors and guests during facilitation of visits.

· Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and spare parts are reflected properly in the Customer system(s).

· Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution.

· Install and test replacement parts for supported devices.

· Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize disruption.

· Coordinate physical move of end user devices within same office (performing physical move of end user devices outside of the office is out of scope).

· Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites.

· Desk side assistance for IT devices (laptop, desktop, and mobiles).

· Provide loaner device to authorized Customer end users in case of break-fix to continue end users work, utilizing Customer provided List of Authorized Users

· Perform soft IMAC, Image loading where this cannot be executed remotely using Customer provided tools.

· Inform Customer end user on expected resolution time on for active Incidents in assigned incident queue.

· Provide onsite depot support for receiving, shipping, packing, update AMDB / CMDB, apply asset tag, imaging, staging, storing the devices and spare parts at Customer provided facilities.

· Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device, coordination of OEM according Customer requirements.

· Consult with Customer prior to and during ordering of new devices.

· Provide smart hands support for onsite Server and Networking devices with remote support supervision.

Deskside support services and other duties as required.

We are committed to delivering exceptional services and professionals with proven work ethics and processes.
Provide an exceptional client experience
Deliver on our commitments
Build trust by thinking and acting with integrity
Create an environment that inspires innovation

Company Description

We are committed to delivering exceptional services and professionals with proven work ethics and processes.\r\nProvide an exceptional client experience\r\nDeliver on our commitments\r\nBuild trust by thinking and acting with integrity\r\nCreate an environment that inspires innovation