Deskside Support

Job Description:

Provides second-line investigation and diagnosis

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

Escalates unresolved incidents/service requests within agreed timescales

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 Health Safety Environment (HSE) 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 onsite for servers in local server rooms or NW devices at site.

Creates/maintain documentation

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

Local network support and/or assists centralized Network team

Manage the life cycle of hardware, including installation or replacement of back office equipment such as network hardware (routers, switches, wifi controller, wifi Aps)

Maintain server room inventories, room layout and assets list

Centralized hardware and Spare part stocking and inventory management

Surplus equipment management

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

Asset disposal services

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

Participate in the onsite implementation of simple and complex client change requests. Follow standard operating procedures as documented in the knowledge management system.

Providing trainings / demo's when needed to end users

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

Manage the life cycle of Network hardware, including installation or replacement of back office equipment such as network hardware (routers, switches, wifi controller, wifi Aps)

Network cable and fiber management for circuit installation

Network hardware checks and reboots (including on-demand)

Manage network related assets and connections

Activities such as moving and setting up cables, hardware etc