Job Description:
" 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