Key Tasks and Responsibilities:
– General HW support and maintenance, Help Desk activities
– Level 2/3 end-user support
– Workstation moving, fixing, and installation using internally approved methods
– Call Manager maintenance and telephone sets
– Software package creation
– SW installation
– Local Backup system administrator
– Training sessions on all technology changes
– Work closely with the EDS team, and ensure knowledge-sharing
– Perform Introductory Onboarding training
– Ensure that VIP users are properly managed, and their needs are taken care of
– Reach out to other members / escalate as necessary to ensure customer satisfaction
– Help with software Upgrades or Rollouts of both Productions Tools & Engineering Software
– Support Infrastructure Team in Setup and take part in projects as and when required
– Support infrastructure team, handling server backup/recovery
– Coordination of network setup & support
– Manage IT assets and ensure adequate stock exists
– Maximize utilization of assets by reuse
– SCCM maintenance
– Telephone/Mobile assets
– Support (Project) IT Coordinators, end users, application developers, and application administrators’ users with solving problems
– Assist users through telephone, remote control of desktops, ail, and direct contact at the helpdesk or users’ desk
– Responsible for the application of Environmental Policy and Procedures within their area of responsibility
– Proactively monitor ticket queues (both onshore and offshore) on ServiceNow and take ownership, coordinate & action as required
– Analysis of detected or reported problems
– Assign correct priorities to problems
– Control of the problem-solving process
– Solve problems or report to third-party support
– Report to the supervisor and user of the solution
– Maintain the correct status of calls in the call support system
– Maintain user help documentation
– Create and maintain documentation, procedures, and work practices
– Support users in configuring network printers
– Support users on the use of cell phones
– Explain company policies on IT matters
– Assist in maintaining accurate inventory records
– Ensure that hardware (PCs, printers, etc.) function according to specification
– Support users on the use of equipment
– Report malfunctions
– Take corrective maintenance
– Support users on the use of standard installed software (Notes, MS Office, etc)
– Virus reporting and controlling
– Report malfunctions
– Support users in acquiring and installing approved software
– Report on the (mis)use of resources
