Deskside Support EUC L1

Responsibilities: Provide customer-facing end-user support. Break-fix support for Laptop, desktops, 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 applications Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs Access-related issues with smart card, passwords, 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 the 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. 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 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 on Customer is #1 Attitude Professional and courteous and Ability and patience to work in a highly dense client environment Flexible for travelling to remote sites/locations Technical Certification (Microsoft/HP/Dell) in a similar field will be an added advantage

Mandatory Skills

Break-fix support for Laptop, desktop, tablets and associated hardware peripherals