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- Provide second-line investigation and diagnosis after Service Desk
- Resolve and close incidents and service requests as per procedures and allocated timelines
- Perform hardware repair and upgrades
- Escalate unresolved incidents and service requests within agreed timescales
- Log incident and service request details per help desk procedures
- Communicate with customer regarding incident progress
- Ensure tickets are always updated until issues are resolved
- Conduct customer satisfaction callbacks and surveys
- Complete GET IT training for On-Site Support Analysts
- Comply with Quality, Health, Safety and Environment policies and IT policies
- Liaise with customers, other IT support groups and third-party providers when necessary
- Perform staging of PCs (Requires use of SRSS and/or Autopilot.
- Manual O/S imaging, installation, configuration, and upgrades on client owned laptops issued to employees.
- Physical support for Network Refresh Activities
- User on/off boarding process activities of delivering new laptops to new hires and taking custody of return laptops.
- Smart-hand support for AV rooms, network, and facilities
- e-waste – Data wiping and clean-up and after activities of handing over the disk to procurement.
- COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support
- Hardware break/fix e.g., audio/visual equipment, connectivity, copiers, fax, printers, scanners, digital signage)
- OEM Vendor Coordination & Follow-up’s
- Supporting the use of mobile devices to ensure user activation
- Technical support for configuring field connectivity with VSAT, ensuring reliable and optimized communication
- Teleport hardware Maintenance - maintaining field connectivity at Teleport sites, ensuring hardware is in optimal condition for seamless operations
- Printing Server Infra. hardware support - add, change, or remove a Printing service server infrastructure, detailing the specific modifications as per printing standard
- Data Server hardware support (Submit a request to add, change, or remove a Data storage service server infrastructure, specifying the necessary adjustments.
- UPS system maintenance (Request IT onsite support to coordinate regular UPS system maintenance with the location facility coordinator.)
- ePACS Server Infra. hardware support - add, change, or remove ePACS Server infrastructure, specifying the adjustments required.
- IT hardware disposal based on dedicated request for IT hardware disposal service, including an inventory audit, disposal list, packing, and removal, ensuring compliance with disposal regulations
- Support HR with on/off boarding process of new hires ensuring the PC track in and out.
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