Desktop Support Technician - CCJM

· Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs.

· Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention.

· Coordinate with higher level remote support teams and Supplier’s Service Desk teams for ticket resolution.

· Participate in war rooms for critical incident management when required or at Customer’s discretion.

· Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.

· Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service with OEM.

· Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model.

· Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals.

· Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model.

· Follow the Customer’s requirements and procedures for escorting vendors and guests during facilitation of visits.

· Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and spare parts are reflected properly in the Customer system(s).

· Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution.

· Install and test replacement parts for supported devices.

· Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize disruption.

· Coordinate physical move of end user devices within same office (performing physical move of end user devices outside of the office is out of scope).

· Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites.

· Desk side assistance for IT devices (laptop, desktop, and mobiles).

· Provide loaner device to authorized Customer end users in case of break-fix to continue end users work, utilizing Customer provided List of Authorized Users

· Perform soft IMAC, Image loading where this cannot be executed remotely using Customer provided tools.

· Inform Customer end user on expected resolution time on for active Incidents in assigned incident queue.

· Provide onsite depot support for receiving, shipping, packing, update AMDB / CMDB, apply asset tag, imaging, staging, storing the devices and spare parts at Customer provided facilities.

· Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device, coordination of OEM according Customer requirements.

· Consult with Customer prior to and during ordering of new devices.

· Provide smart hands support for onsite Server and Networking devices with remote support supervision.

Deskside support services and other duties as required.