Desktop Support
• Install, upgrade, support and troubleshoot Windows 10, O365, Microsoft Office and any other authorized standard desktop/Laptop applications • Coordinate Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment • Manage & provide technical support for Mobile devices/tablets (iOS and Android) etc. Including migration to new mobile devices. • Performs, where applicable, general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment • Performs or coordinate remedial repairs on computers, laptops, printers and any other authorized peripheral equipment • Is able to coordinate troubleshooting and management of standard Teams conferencing equipment • Coordinate and ensure Asset & Inventory Management, CMDB - IT related room cleanup and inventory responsibility, recycling packaging material, e-waste handling etc. • Coordinate returns of defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels • Safely package equipment for branches and arrange for the transport of the equipment • Assist with coordinating monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks or Mobile devices/tablets that has authorized access to the network • When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to appropriate Vendor/proper tier 3 support team member • Manage, support & coordinate Print Services. • Work and handle issues in coordination with various teams – including the Service Desk and other Level 2 support teams. • Support users visiting HQ, e.g from other offices or constructions sites • • Understanding and knowledge of using certain tools, example, SCCM, Intune and ServiceNow System/Application/Network Support: • Ensure and assist with desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems • Coordinate with network support teams to provide hands and feet support and also help Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime • Coordinate Troubleshooting network connectivity in a LAN/WAN environment • Requesting and coordinating vendor support Operational • Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator • Provide user data and application recovery • Use approved & appropriate tools and methodologies to load, copy and customize operating system configurations for deployment • Provides backup support and assistance to the Network Administrator as needed • Assist, where applicable, end users on basic software, hardware and peripheral device operation • Works with vendor support contacts to resolve technical issues within the desktop environment • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible • Works with other IT team members for new builds and upgrades • Dealing with queries by following departmental procedures for fault resolution • Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines • Maintains I.T. records and tracking for area of responsibility • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures • Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas • Maintain adequate knowledge of operating systems and application software used to provide a high level of support • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures