Desktop Support L1

Provides second-line investigation and diagnosis. Resolves and closes incidents/service requests as per the procedures & allocated timelines Logs relevant incident/service request details as per process in ITSM tool. Communicates with client regarding incident progress Ensures tickets are updated at all times until issues are resolved Complies with Quality Health Safety Environment (QHSE) and IT policies Liaises with clients, IT support groups, and 3rd party providers when necessary Performs staging of PCs Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc). Conducts hardware and software maintenance and support Troubleshoots and resolves PC incidents and/or VIP requests Assists with Site Security Officer (SSO) on IT security issues and virus elimination Creates/maintain documentation for scope of work Special events coverage, meeting room & VCON & voice devices support Centralized hardware and Spare part stocking and local site inventory management and asset management Stock management Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC) Hardware vendor coordination for Break fix Imaging & provisioning of devices. Setup and build workstations Update AMDB including hardware and software PC and other devices - logistics management Coordinate activities with third parties to resolve the IT issues or complete service requests Follow standard operating procedures as documented in the knowledge management system. Providing trainings / demo’s when needed to end users Onsite admin tasks e.g. backup, OS migration. Onsite Operational support of Industrial mobility devices Mobility - Operational support for company owned mobile phones / tablet devices and BYOD Asset Disposal Coordinate with regional/global support groups for end-to-end request resolution and escalation. Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting Operational support for non-network connected HBO AIO Printer / Scanner / Fax Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines

Strong knowledge of desktop/laptop hardware Good knowledge of Win 10, Win 11 & MS Office Experience on MS Outlook support Experience on Active Directory support Understanding of daily operations and delivery processes Application / software installation and trouble shooting Knowledge / exposure on ticketing tools (Service Now) Windows system administration Strong Troubleshooting Skills Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc. Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc. Understanding of active directory, networking Hardware, operating system & software knowledge

Mandatory Skills

Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).