- Assist in the planning and installation of desktop computer hardware, software
- Mobile devices, remote support (remoting in )
- Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications primarily using remote access technology
- First contact resolution of desktop issues or follow proper escalation procedures
- Usage of collaboration tools
- Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels
- Hiring, training, and developing operations staff engaging, rewarding and recognizing staff performance
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews