Source description
About the role
Role & responsibilities : Provide onsite desktop support to end-users, ensuring smooth functioning of IT systems and minimal downtime. Deliver hands-on (touch) and remote (eyes-on) support in coordination with central IT teams and external vendors. Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals . Handle hardware and software issues , including OS installations, upgrades, and patching. Manage and resolve incidents through the ITSM ticketing system , ensuring timely updates and closures as per SLAs. Provide first-level diagnosis and resolution for technical issues; escalate critical (Severity 1) incidents to L3 support teams when required. Ensure system performance, security, and compliance standards are maintained. Support users during peak periods or high-demand situations , ensuring uninterrupted IT services. Offer basic user training and guidance on new hardware, software, and best practices. Coordinate with vendors for asset management, repairs, and replacements . Maintain proper documentation of issues, solutions, and system configurations. Ensure quick response and resolution to minimize business disruption and maintain operational continuity.
More at Communications Test Design