EUC - Remote Desktop support -L2

Technical / Functional Skills

• Experience in EndUser Computing RemoteDesktop support
• Service Management
• Service Now
• Knowledge of ITIL processes
• Windows Domain knowledge

Roles &Responsibilities :

• Deploy software and hardware
• Troubleshooting anddeploying end user compute devices includingLaptop / Desktop / O365 / Hardware / COTS and Mobile applications
• Basic troubleshooting onApplication Support
• Troubleshooting on VPN software andCollaboration tools
• Troubleshooting on Password Resettools and Remote Control tools
• Strong knowledge of Microsoft basedoperating systems and Office applications
• Working experience in ServiceNow
• English proficiency / GoodCommunication in local language
• Knowledge on Service Management / ITIL process
• Provide onsite support as per sitecategorization to provide operational and technical support
• Troubleshoot & ResolveIncidents and Problems associated with EUC Equipment and Software, and providebreak / fix support, advice, and assistance to Authorized Users
• Basic IT hardware troubleshooting skills with Windows 10 / 11 OS imaging and troubleshooting skills
• MS Office and outlook troubleshooting and Basic networking skills
• Moving equipment weighing up to 50lbs
• Server Touch support Services .
• VideoConferencing / Projector / Printer basicstroubleshooting
• Overseeing receiving, distributionand asset inventory
• Adhere to all warehousing, handlingand shipping legislation requirements
• Perform support for applicationcertifications and deployment for endpoint software.
• Coordinate with third parties as necessary to keep Equipment and Software in goodworking order.
• PC Asset Support : Add, Move,Change, Update, Reassign of laptop / desktop devices
• Manage hard and soft break fixservices for laptops and desktops. Laptop and Desktop support admin with PC cycle and IMACD experience
• Including the inventory managementof new and redeployable assets. Asset management (Asset tagging or scanning,updating the Asset database with all changes performed or reported to maintainup to date and valid data in the CMDB)
• PC configuration of new andredeploying (used) PCs in inventory. Including domain joins, copying / reloadingof data, profile creation, adding printers, network & wirelessconfiguration, reinstallation of software, applying patches, post installationvalidations of all activities, end user training of any new hardware / software / etc
• Data wipe and recycle of retired PCs followingdisposal procedures and legal hold guid elines
• Provide IT training to New Hires.IT training includes standard pc set up items such as bitlocker passwords,
• PC break / fix support. Assist withhardware warranty support, if there is an agreement in place with themanufacturer be the user’s advocate in opening a ticket and arranging anappointment to have parts repaired or replaced
• Provide a Loaner PCduring repair or when the new PC is not in inventory. Wiping and re-imaging between users andbacking up / copying end user data when necessary.
• Support, Manage, Optimize andMaintain the configuration and installation of the Desktop, to include, but notlimited to, patch updates, hardware replacements, with spares provided by the vendor.
• Provide hardware and softwaresupport for remote users including shipping (and receiving) of equipment, orscheduling of 3rd party vendor support when necessary.
• End to End Ticket Management IM,PM & CM

LI-C