Deskside Support EUC L1

Responsibilities :

• Provide customer-facing end-user support.
• 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 System, 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 the 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.
• 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.

Skills Set :

Mandatory Skills

Break-fix support for Laptop, desktop, tablets and associated hardware peripherals