Provide day-to-day support primarily in End-User Computing (EUC) and Deskside Support Services.
Deliver high-level support for desktops, laptops, and associated peripherals, including network troubleshooting and resolving OS, application, and patching issues.
Use tools like SCCM/Ivanti/Intune for deployments, installations, and updates.
Ensure up-to-date antivirus, Windows patches, and feature packs across all workstations.
Manage and troubleshoot conference room devices such as Polycom, Cisco, StarLeaf phones, monitors, cameras, and MS Teams-enabled rooms.
Collaborate with facilities teams for maintaining non-network devices like CCTV cameras and humidity sensors.
Provide troubleshooting support using remote tools (e.g., RDP, IDRACK, ILO, IP phones).
Resolve issues with printers, file restorations, and manage mobile devices, handhelds, docking stations, monitors, and accessories.
Effectively manage customer stakeholders and communicate solutions for technical challenges.
Maintain and track IT assets, manage the laptop lifecycle, and ensure accurate status updates in the ITSM platform.
Handle laptop stock imaging, allocation, deallocation, and reclamation processes.
Perform space reclamation, profile archiving, and ensure proper management of software installations and updates.
Follow ITIL best practices for incident, problem, and change management. Maintain a knowledge base and standard documentation for processes.
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