Field Desktop Support

Role Description:

Provides second-line investigation and diagnosis.

Resolves and closes incidents/service requests as per the procedures & allocated timelines

Logs relevant incident/service request details as per the process in the ITSM tool.

Communicates with the 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

Creates/maintain documentation for scope of work

Special events coverage, meeting room & VCON & voice devices support

Centralized hardware spare part stocking and local site inventory management and asset management

Stock management? Break fix services to the nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

Hardware vendor coordination for break-fix

Imaging & provisioning of devices. Setup and build workstations

Update AMDB, including hardware and software

PC and other devices - logistics management

Coordinate activities with third parties to resolve the IT issues or complete service requests

Follow standard operating procedures as documented in the knowledge management system.

Providing training/demo?s when needed to end users

Onsite admin tasks e.g. backup, OS migration.

On-site operational support of Industrial mobility devices

Mobility - Operational support for company-owned mobile phones/tablet devices and BYOD? Asset Disposal

Coordinate with regional/global support groups for end-to-end request resolution and escalation.

Operational support of Buyer-certified standalone printers (driver installation/connectivity and printer software related troubleshooting? Operational support for non-network connected HBO AIO Printer / Scanner / Fax

Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines

Competencies:

Windows 10, Digital : Citrix Virtual Apps & Desktops, Desktop Management - Infrastructure Services (IS), ServiceNow

Experience (Years): 6-8

Essential Skills:

Strong knowledge of desktop/laptop hardware? Good knowledge of Windows 10, Win 11 & MS Office

Knowledge of Mac OS is preferred. Understanding of daily operations and delivery processes

Application/software installation and troubleshooting

Knowledge/exposure on ticketing tools (Service Now)

Windows system administration

Strong Troubleshooting Skills

Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.

Working knowledge of supporting computer peripherals, like printers, scanners and non-standard devices, etc.

Understanding of Active Directory, networking

Hardware, operating system & software knowledge

Desirable Skills:

ITIL foundation, great customer service, Attention to details.

Keywords: Desktop Support, Field Services, Onsite Support, Deskside Support