SME - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

• Provide second-line investigation and diagnosis after Service Desk * Resolve and close incidents and service requests as per procedures and allocated timelines * Perform hardware repair and upgrades * Escalate unresolved incidents and service requests within agreed timescales * Log incident and service request details per help desk procedures * Communicate with customer regarding incident progress * Ensure tickets are always updated until issues are resolved * Conduct customer satisfaction callbacks and surveys * Complete GET IT training for On-Site Support Analysts * Comply with Quality, Health, Safety and Environment policies and IT policies * Liaise with customers, other IT support groups and third-party providers when necessary * Perform staging of PCs (Requires use of SRSS and/or Autopilot. * Manual O/S imaging, installation, configuration, and upgrades on Schlumberger owned laptops * issued to employees. * Physical support for Network Refresh Activities * User on/off boarding process activities of delivering new laptops to new hires and taking custody of return laptops. * Smart-hand support for AV rooms, network, and facilities * e-waste - Data wiping and clean-up and after activities of handing over the disk to procurement. * COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support * Hardware break/fix e.g., audio/visual equipment, connectivity, copiers, fax, printers, scanners) * OEM Vendor Coordination & Follow-up’s

Key Responsibilities

DC hands feet support along with Onsite support Services.

Windows, MAC & Network basics & DC hands feed exp.

Other Requirements

Windows, MAC & Network basics & DC hands feed exp.