Desktop Support L1 Professional

• Diagnostic services
• Strong knowledge of iMac device.
• Scan and defragment disk drives
• Update virus definitions, scan for spyware
• Update system and application drivers
• Run battery diagnostics, report on disk drive status
• Laptop services including
• Re-image laptops (Windows and Mac)
• Troubleshoot systems
• Training orientation of laptops, applications
• Upgrade laptops (Windows and Mac), memory, and smart devices (Mobile devices).
• Asset recovery - computer hardware like spares can be drop off at the Tech Bar.
• User awareness services on any of the user request or any new service/application that was launched by client
• Perform proactive health check of devices that are brought to Tech Bar by the user
• Educate users on other avenues of support available to them (for eg, chat, self-service etc)
• Provide awareness on any outage or maintenance window that may potentially lead to downtime of service for a user
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Take ownership of customer issues reported and see problems through to resolution.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Provide prompt and accurate feedback to customers.
• Prepare accurate and timely reports.
• Follow the SLA for issues with respect to the severity.

Mandatory Skills

Desktop/End-User Support / Break-fix / Desk-side / Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network Compute Support, Software Installation Upgrades, ITIL/IMAC

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.