- Should have expertise on EUC tools, remote support tools, MS office and outlook.
- Preferable to have a valuable understanding of Lync, VPN, and mobile device support.
- Ensure that each Desktop Device is installed with the appropriate Desktop image.
- Manage Desktop Devices (hardware and software) incidents through to resolution
Good-to-Have knowledge in AD and smart hands and feet support. Knowledge in Networking and smart hands and feet support.
knowledge and experience of supporting MAC devices and tablets
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Responsibility of / Expectations from the Role
- Knowledge and experience on windows XP/7/8/10 OS
- Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
- Manage IMAC and desk side support services.
- Manage hard and soft break fix services for laptops and desktops.
- Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
- Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor.
- Experience with Service management tool Remedy
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- Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
- Provide VIP support for Desk side issues