Remote desktop support

Exp: 1.5yrs to 4yrs

Address user tickets regarding hardware, software and networking

· Walk customers through installing applications and computer peripherals

· Ask targeted questions to diagnose problems

· Guide users with simple, step-by-step instructions

· Test alternative pathways until the issue is resolved

· Configure and provision Mobile device and Laptops.

· Configure and provision BYOD devices.

· Ensure BYOD and Mobile device configuration request are completed on priority.

· Provide priority support to VIP user requests.

· Install operating system and applications on new and replacement systems

· Record assets in CMDB and SharePoint and maintain proper asset registry

· Replace Hardware components as per requirement

· Customize desktop applications to meet user needs

· Record technical issues and solutions in ticket logs

· Direct unresolved issues to the next level of support personnel

· Follow up with clients to ensure their systems are functional

· Help create technical documentation and manuals

Infrastructure Management

Services

End user computing Service

• Desktop, Laptop end to end support

• Printer-Peripheral Support

• Mobile device Support

• Email ,Internet, Business Application assistance

Patch Management

• Windows client side patch update

• Troubleshooting &resolution

Application L1 Support

• Incident Classification and routing to proper resolver group

• First Level Support based on SOP’s on Business Applications

Service level management

• Service Level Administration

• Dashboard

• Reporting

Asset Management

• IMAC Request Management

• Asset Audit & Compliance

• Asset Reconciliation with Finance Asset register

• Asset lifecycle Management