Desktop Support

IT Support AnalystProvide second-line investigation and diagnosis after Service DeskResolve and close incidents and service requests as per procedures and allocated timelinesPerform hardware repair and upgradesEscalate unresolved incidents and service requests within agreed timescalesLog incident and service request details per help desk proceduresCommunicate with customer regarding incident progressEnsure tickets are always updated until issues are resolvedConduct customer satisfaction callbacks and surveysComply with Quality, Health, Safety and Environment policies and IT policiesLiaise with customers, other IT support groups and third-party providers when necessaryPerform staging of PCs (Requires use of SRSS and/or Autopilot)Manual O/S imaging, installation, configuration, and upgrades on client owned laptops issued to employeesPhysical support for Network Refresh ActivitiesUser on/off boarding process activities of delivering new laptops to new hires and taking custody of return laptopsSmart-hand support for AV rooms, network, and facilitiesE-waste – Data wiping and clean-up and after activities of handing over the disk to procurementCOTS (Outlook, Office, Adobe etc.) and enterprise application break/fix supportHardware break/fix e.g., audio/visual equipment, connectivity, copiers, fax, printers, scanners, digital signageOEM Vendor Coordination & Follow-up’sSupporting the use of mobile devices to ensure user activationTechnical support for configuring field connectivity with VSAT, ensuring reliable and optimized communicationTeleport hardware Maintenance - maintaining field connectivity at Teleport sites, ensuring hardware is in optimal condition for seamless operationsPrinting Server Infra. hardware support - add, change, or remove a Printing service server infrastructure, detailing the specific modifications as per printing standardData Server hardware support (Submit a request to add, change, or remove a Data storage service server infrastructure, specifying the necessary adjustments.UPS system maintenance (Request IT onsite support to coordinate regular UPS system maintenance with the location facility coordinator.)ePACS Server Infra. hardware support - add, change, or remove ePACS Server infrastructure, specifying the adjustments required.IT hardware disposal based on dedicated request for IT hardware disposal service, including an inventory audit, disposal list, packing, and removal, ensuring compliance with disposal regulationsSupport HR with on/off boarding process of new hires ensuring the PC track in and out.