IT support

Deskside Support will provide incident and request management support to all end user devices. E.g., desktop, Laptop, Tablet, thin client, Mac, Monitor, Mobile device, VPN Token, printer, Scanner, Thumb drive, encrypted portable HDD, etc.
• Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by intune)
• Perform site inspection
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Move existing equipment (PC, notebook, Thin Client, network printer etc.…) and update configurations, as necessary.
• If problem cannot be resolved by re- installing the application the Deskside Incident is routed back to Application resolver group responsible for the application.
• IMAC Update in CMDB
• Software issues with applications, Perform troubleshooting and diagnose issue, Complete re- image is performed if required.
• Perform end- user device inspection
• Software application support for applications both commercial off- the- shelf and customer- developed.
• Receive, diagnose, assess and resolve Deskside Incidents that pertain to the
• Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
• Service Requests: Installation, Movement, Addition, or Change (IMAC) of new or existing end user device hardware/software components.
• Queue management for incident resolution and request fulfillment.
• Provide status updates to the ticketing tools in a timely manner.
• Desk side support provides support in both local language and English.
• Perform ICMS and PC sign off on every PC deployment and collection
• Change an existing hardware/software component and verify functionality upon completion
• Assist in end user support or consultations.
• Address day- to- day desktop support process issues.
• In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control.
• Incident handling: including troubleshooting and break- fix; follows incident management process.
• Provide a minimum of 15 minutes of familiarization Training to end- user upon completion of a new PC install, if end user is available upon completion of installation. Desired
• Arranging on- site access & support, when required, IMAC’s- Prepare new and existing equipment for deployment
• Conduct end- user device and related testing

• Establish end user service level agreements.
• Able to configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
• Determine and execute system reconfiguration needs.
• Ability to communicate effectively with both business/management and vendor resources & acquire knowledge from them.
• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Strong English & local language proficiency and interpersonal skills.
• Experience in Windows & non- Windows Operating environment
• Ability to participate in the design, architecture, and engineering of software deployments/installation processes.
• Recommend and apply solutions, including on- site repair for remote users.
• Carry out on- site analysis, identification, and resolution of difficult desktop problems for end users.
• Provide incidents and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin- client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc
• Demonstrated ability to provide user support by means of remote access tools.
• Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
• Provide and maintain warranty/maintenance documentation for Assets, to be included in Operations Manual.
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Creation/restoration of images and upgrading of patches using SCCM.

Chế độ bảo hiểm, Du Lịch, Phụ cấp, Đồng phục, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2026-03-05 19:15:02