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Desired Competencies (Technical/Behavioral Competency)
Must-Have
Understanding of IT infrastructure
Ability to understand basic network infrastructure
Good understanding of Microsoft Windows OS family
Ability to troubleshoot desktop, laptops, printers, WiFi and Audio / Video and conferencing devices
Knowledge of image deployment on desktop and laptops using various tools like SCCM, MDT, Ghost, etc.
Experience of working on application deployment tools such as SCCM and Intune
Good understanding of desktop and laptop configuration (L2 and above)
Basic understanding of network devices like cisco switch, routers and Wireless Access Points.
Understanding of VPN setup
Experience of working with different vendors
Knowledge of MS Office and other standard software
Excellent Communication skills
Good-to-Have
Microsoft certifications
DELL / HP Hardware certifications
Scripting knowledge
ITIL processes and framework knowledge
A valid driving license and own car.
Responsibility of / Expectations from the Role
Support Technical Walk Up Desk and help end users with their issues with PC, Laptop and Mobile equipment
Monitoring the queues in ITSM tool (ServiceNow, etc) for any open, unassigned and pending tickets / requests and ensuring that all the work is complete within defined SLA's. Provide standard break-fix support for End user hardware (Desktops, Laptops, Workstations, Mobile workstations, Telephony devices, etc) and coordinating with OEM where the issues cannot be fixed locally without voiding the warranty.
Troubleshooting and resolving software issues for applications used in client environment which includes install, reinstall or delete.
Assisting the end users for any support related to Audio / Video / Conferencing devices during the meetings / conferences and proactively monitoring these devices and providing health reports.
Coordinating with third party vendors (DELL, HP, Xerox, Microsoft, Polycom, etc) for break fix and configuration issues.
Coordinating and performing office moves for individuals or departments when requested by the client.
Managing and monitoring the stock rooms.
Providing standard IMACD and breakfix support for in-scope devices and services. Answering the how to queries of end users.
Performing the PC refreshes and new installs as per the policies and procedures agreed with client. Owning end to end responsibility including preparing new machine, copying data, installing applications, testing of new machine with user, wiping the old machines, retiring / bringing back the old machines to stockroom, etc.
Provide basic troubleshooting and configuration assistance regarding mobile phones to the end users.
Manage communication with stakeholders and IT Management
Single Point of contact for all Workplace related Services
Timely and successful completion of Software, Back office and deskside deliverables
Meet or exceed service levels, as applicable and other performance standards
Interact and coordinate with the key stakeholders (Customer and Internal)
Liaison, interact and review project status with management
Knowledge retention and knowledge management
Responsible for the service levels and maintain optimum performance within the team
Innovation and operational excellence in the service delivery. Automate and implement standard processes
Identify best practices and implement the same
Handling conflicts and escalations
Ensure Customer satisfaction
To strategize, lead and deploy the processes in the respective field. To ensure on time delivery and effective resolution of field related incidents / requests there by ensuring business continuity
Understand the requirements and engage all stakeholders
Prepare/verify documentation of important process/activities
Interacts with customers/users on operational aspects of project related to solution/service delivery, issues etc.
Leads the technical implementation and functions as a point of escalation for resolution of technical matters
Ensures quality of requirement analysis, design, development and overall solutions and service being delivered
Identified technical risks and plans contingency and mitigation actions
Ensures compliance to all applicable TCS processes within the team