EUC - Remote Desktop Support -L2

Technical/Functional Skills

• Experience in End User Computing

• Remote Desktop support

• Service Management

• Service Now

• Knowledge of ITIL processes

• Windows Domain knowledge

Roles & Responsibilities:

• Deploy software and hardware

• Troubleshooting and deploying end user compute devices including Laptop/ Desktop/O365/ Hardware/COTS and Mobile applications

• Basic troubleshooting on Application Support

• Troubleshooting on VPN software and Collaboration tools

• Troubleshooting on Password Reset tools and Remote Control tools

• Strong knowledge of Microsoft based operating systems and Office applications

• Working experience in ServiceNow

• English proficiency / Good Communication in local language

• Knowledge on Service Management / ITIL process

• Provide onsite support as per site categorization to provide operational and technical support

• Troubleshoot & Resolve Incidents and Problems associated with EUC Equipment and Software, and provide break/fix support, advice, and assistance to Authorized Users

• Basic IT hardware troubleshooting skills with Windows 10/11 OS imaging and troubleshooting skills

• MS Office and outlook troubleshooting and Basic networking skills

• Moving equipment weighing up to 50 lbs

• Server Touch support Services .

• Video Conferencing/Projector/Printer basics troubleshooting

• Overseeing receiving, distribution and asset inventory

• Adhere to all warehousing, handling and shipping legislation requirements

• Perform support for application certifications and deployment for endpoint software.

• Coordinate with third parties as necessary to keep Equipment and Software in good working order.

• PC Asset Support: Add, Move, Change, Update, Reassign of laptop / desktop devices

• Manage hard and soft break fix services for laptops and desktops. Laptop and Desktop support admin with PC cycle and IMACD experience

• Including the inventory management of new and redeployable assets. Asset management (Asset tagging or scanning, updating the Asset database with all changes performed or reported to maintain up to date and valid data in the CMDB)

• PC configuration of new and redeploying (used) PCs in inventory. Including domain joins, copying/reloading of data, profile creation, adding printers, network & wireless configuration, reinstallation of software, applying patches, post installation validations of all activities, end user training of any new hardware/software/ etc

• Data wipe and recycle of retired PCs following disposal procedures and legal hold guidelines

• Provide IT training to New Hires. IT training includes standard pc set up items such as bitlocker passwords,

• PC break/fix support. Assist with hardware warranty support, if there is an agreement in place with the manufacturer be the user's advocate in opening a ticket and arranging an appointment to have parts repaired or replaced

• Provide a Loaner PC during repair or when the new PC is not in inventory. Wiping and re-imaging between users and backing up/copying end user data when necessary.

• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by the vendor.

• Provide hardware and software support for remote users including shipping (and receiving) of equipment, or scheduling of 3rd party vendor support when necessary.

• End to End Ticket Management

• IM, PM & CM

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