Required Skills:

  • Strong knowledge of desktop/laptop hardware.
  • Very strong hands-on experience (H/W and S/W).
  • Good knowledge of Win 10, Win 7 & MS Office.
  • Knowledge of Mac OS is preferred.
  • Understanding of daily operations and delivery processes.
  • Application / software installation and trouble shooting.
  • Knowledge / exposure on ticketing tools (Service Now).
  • Understanding of active directory, networking.

Roles and Responsibilities:

  • Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
  • Escalates unresolved incidents/service requests within agreed time scales. 
  • Logs relevant incident/service request details as per process.
  • Communicates with client regarding incident progress.
  • Ensures tickets are updated at all times until issues are resolved.
  • Complies with Quality Health Safety Environment (QHSE) and IT policies.
  • Liaises with clients, IT support groups and 3rd party providers when necessary.
  • Performs staging of PCs
  • Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
  • Conducts hardware and software maintenance and support.
  •  Troubleshoots and resolves PC incidents and/or VIP requests.
  • Assists with Site Security Officer (SSO) on IT security issues and virus elimination.
  • Assists Server Team & network team whenever touch support is required onsitefor servers in local server rooms or NW devices at site.
  • Creates/maintain documentation.