Troubleshoot and resolve incidents (Hardware and Software) related to desktop and associated peripherals
Troubleshoot Network connectivity (LAN) issues
Installation of desktop and hardware
Desktop Configuration – Network, mail client, internet etchellip
Operating Systems (OS) installation / re- installation, upgrades and patches for desktops
Software installations such as MS- Office, Acrobat Reader, mail client etc
Installation of anti- virus on desktops and remove Virus
Configuration of Print devices (network and local) on desktops
Desktop L2 – Job Descriptions
Troubleshooting Desktop / Laptop OS issues
Support for office standard software and internet client
Isolate system issues; diagnose standard software issues and report hardware issues to respective team
Installation / re- installation / configuration of systems, printers, scanners
Configure desktop and laptop as per the desktop/ laptop standardization policies of customer
Installation / re- installation / configuration of in- scope client software / applications
Installation / configuration of e- mail clients (Lotus Notes)
Troubleshooting e- mail client related issues (Lotus Notes)
Troubleshooting printer / scanner related issues (Limited to driver / OS issues- No hardware support)
Install antivirus software and check virus definition auto updates
Install approved patches onto desktops / laptops
Disconnection of desktops / laptops / printers / scanners
Configure Print Queues for Servers / Users / Groups
Troubleshoot print queue related issues
Configure appropriate rights and permissions for accessing printers
Remove virus from respective desktop / laptop with the antivirus software provided by customer
Exposure in working with any disk encryption tool is preferred
Technical Helpdesk Management – Job Descriptions
Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool)
Acknowledge the tickets, allocate appropriate categoryt
Classify the tickets as per Severity and Impact
Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis
Allocate the ticket to the respective support groups and track the ticket for closures
Provide Level 1 support for all End User Issues pertaining to Enterprise applications (In- Scope) , Operating System, Printing, Office Automation Tools, and Generic IT Queries
Ensure activity details are updated in the tool by the respective support groups
Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope
Route service requests to the appropriate teams (viz. user management group, mail management group etc.)
Provide first level support for end user issues pertaining to desktop/ laptops, OS, client applications as agreed in scope
Escalate incidents / tickets which are going beyond the service levels
Escalate incidents pertaining to Suppliers non- performance or delays
Escalate issues pertaining to users non- availability or non- cooperation
Maintenance of SLA matrix, severity and categorization matrix
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