Exp: 1yrs to 3yrs

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 SOPs 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

DESKTOP SUPPORT