Desktop Support

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 client 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, digital signage)

OEM Vendor Coordination & Follow-up’s

Supporting the use of mobile devices to ensure user activation

Technical support for configuring field connectivity with VSAT, ensuring reliable and optimized communication

Teleport hardware Maintenance - maintaining field connectivity at Teleport sites, ensuring hardware is in optimal condition for seamless operations

Printing Server Infra. hardware support - add, change, or remove a Printing service server infrastructure, detailing the specific modifications as per printing standard

Data Server hardware support (Submit a request to add, change, or remove a Data storage service server infrastructure, specifying the necessary adjustments.

UPS system maintenance (Request IT onsite support to coordinate regular UPS system maintenance with the location facility coordinator.)

ePACS Server Infra. hardware support - add, change, or remove ePACS Server infrastructure, specifying the adjustments required.

IT hardware disposal based on dedicated request for IT hardware disposal service, including an inventory audit, disposal list, packing, and removal, ensuring compliance with disposal regulations

Support HR with on/off boarding process of new hires ensuring the PC track in and out.