key roles and responsibilities: Provide customer facing end-user support that includes Break-fix support for Laptop, desktop, tablets and associated hardware peripherals IMAC support including large scale/bulk office moves/re-stack activities (all moves) Support for Operating System, base load software, MS Office suite and other business application Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries Support for the Mobility devices (IOS/iPhone/IPads) VIP and home-based office (HBO) user support Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance Respond to end-user requests for updates on ticket status and promptly follow up as needed. Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) Perform managed print service invoicing/meter read/polling report verification Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites. Provide On-call support if required outside business hours on a rotational basis Desired Skillsets Strong understanding of Client based Operating Systems Strong ticketing system experience Proficient understanding of level 1 Helpdesk services Strong understanding of end user hardware Strong knowledge of client based applications Proficient with common network protocols (TCP/IP) for device connectivity issues Excellent communication skills (English & Local language) Excellent customer engagement and customer service skills Strong desire to help, share, and assist others Excellent analytical skills, Work Ethic and Problem-solving skills Basic Safety knowledge in order to assist users with ergonomic equipment Ability to lift heavy equipment s within stockroom Customer experience - CSAT focused with Customer is #1 Attitude Professional and courteous and Ability and patience to work in a high dense client environment Flexible for travelling to remote sites/Colocations Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage To provide support for on call escalations and doing root cause analysis of given issue
