Deskside Specialist

Technical/Functional Skills-• Strong knowledge of desktop/laptop hardware• Good knowledge of Win 10, Win 11 & MS Office• Knowledge of Mac OS is preferred• Understanding of daily operations and delivery processes• Application / software installation and trouble shooting• Knowledge / exposure on ticketing tools (Service Now)• Windows system administration• Strong Troubleshooting Skills• Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.• Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.• Understanding of active directory, networking• Hardware, operating system & software knowledgeRoles & Responsibilities-• Provides second-line investigation and diagnosis.• Resolves and closes incidents/service requests as per the procedures & allocated timelines• Logs relevant incident/service request details as per process in ITSM tool.• Communicates with client regarding incident progress• Ensures tickets are updated at all times until issues are resolved• Complies with Quality Health Safety Environment (QHSE) and IT policies• Liaises with clients, IT support groups and 3rd party providers when necessary• Performs staging of PCs