Desktop Support

Deliver Level 2 IT support services including on-site and remote deskside support for hardware and software issues; user training; onboarding and offboarding; maintenance of detailed site documentation (floor plans and architecture); Asset & Equipment Management; and Smart Hands for printers, network, voice, servers, conference rooms (A/V), mobile phones, VIP users, and GMP/non-GMP lab systems.

End-User Device Support
Provide on-site support for desktops, laptops, printers, mobile devices, and other peripherals.
Perform hardware diagnostics, repairs, upgrades, and installations.
Troubleshoot and resolve software-related issues, including operating systems, applications, and patches.
Configure and provision end-user devices based on organizational standards.

Hands and Feet Support
Act as the on-site technical resource for remote IT teams, assisting with physical tasks such as hardware replacements, cable management, and device installations.
Perform basic network troubleshooting and assist in resolving connectivity issues.
Support server room activities, including racking and stacking equipment, cable patching, and hardware inspections.
Incident and Request Management

Respond promptly to service requests and incidents raised by end users or IT teams.
Document and escalate unresolved issues to higher-level support teams.
Ensure timely resolution of issues within defined SLAs.

Inventory and Asset Management
Maintain accurate records of IT assets, including end-user devices and peripherals.
Assist in tracking and managing inventory levels for spare parts and equipment.