What are the responsibilities and job description for the Desktop EUC L1 position at Service Global, Inc?
Responsibilities:
Mandatory Skills
Desktop/End-User Support (Windows, macOS), Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL-Based Support/IMAC
- Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
- Manage IMAC and desk-side support services.
- Manage hard and soft break-fix services for laptops and desktops.
- Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
- Support, Manage, Optimize and Maintain the configuration and installation of the desktop, to include, but not be limited to, patch updates and hardware replacements with spares provided by the vendor.
- Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
- Ensure that each desktop device is installed with the appropriate desktop image.
- Manage desktop device (hardware and software) incidents through to resolution.
- Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
- Provide VIP support for desk-side issues per contract and be point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.
- Knowledge and experience on the Windows 7 OS
- Good to have knowledge in AD and smart hands and feet support.
- Good to have-knowledge and experience of supporting MAC devices and tablets
- Experience with Service management tool - ex - Service now
- Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
- Preferable to have a good understanding of Lync, VPN, and mobile device support.
- Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
- Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics required; Bachelor's Degree preferred.
Mandatory Skills
Desktop/End-User Support (Windows, macOS), Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL-Based Support/IMAC