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Desktop L1 & L2 Technical Help Desk

1.00 to 3.00 Years   Mysore   07 Dec, 2019
Skypro Technologies Pvt Ltd
Job LocationMysore
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaNetwork / System Administration
EmploymentTypeFull-time

Job Description

  • Troubleshoot and resolve incidents (Hardware and Software) related to desktop and associated peripherals
  • Troubleshoot Network connectivity (LAN) issues
  • Installation of desktop and hardware
  • Desktop Configuration - Network, mail client, internet etchellip
  • Operating Systems (OS) installation / re-installation, upgrades and patches for desktops
  • Software installations such as MS-Office, Acrobat Reader, mail client etc
  • Installation of anti-virus on desktops and remove Virus
  • Configuration of Print devices (network and local) on desktops
  • Desktop L2 - Job Descriptions
  • Troubleshooting Desktop / Laptop OS issues
  • Support for office standard software and internet client
  • Isolate system issues; diagnose standard software issues and report hardware issues to respective team
  • Installation / re-installation / configuration of systems, printers, scanners
  • Configure desktop and laptop as per the desktop/laptop standardization policies of customer
  • Installation / re-installation / configuration of in-scope client software / applications
  • Installation / configuration of e-mail clients (Lotus Notes)
  • Troubleshooting e-mail client related issues (Lotus Notes)
  • Troubleshooting printer / scanner related issues (Limited to driver / OS issues- No hardware support)
  • Install antivirus software and check virus definition auto updates
  • Install approved patches onto desktops / laptops
  • Disconnection of desktops / laptops / printers / scanners
  • Configure Print Queues for Servers / Users / Groups
  • Troubleshoot print queue related issues
  • Configure appropriate rights and permissions for accessing printers
  • Remove virus from respective desktop / laptop with the antivirus software provided by customer
  • Exposure in working with any disk encryption tool is preferred
  • Technical Helpdesk Management - Job Descriptions
  • Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
  • Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool)
  • Acknowledge the tickets, allocate appropriate categoryt
  • Classify the tickets as per Severity and Impact
  • Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis
  • Allocate the ticket to the respective support groups and track the ticket for closures
  • Provide Level 1 support for all End User Issues pertaining to Enterprise applications (In-Scope), Operating System, Printing, Office Automation Tools, and Generic IT Queries
  • Ensure activity details are updated in the tool by the respective support groups
  • Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope
  • Route service requests to the appropriate teams (viz. user management group, mail management group etc.)
  • Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications as agreed in scope
  • Escalate incidents / tickets which are going beyond the service levels
  • Escalate incidents pertaining to Suppliers non-performance or delays
  • Escalate issues pertaining to users non-availability or non-cooperation
  • Maintenance of SLA matrix, severity and categorization matrix
,

Keyskills :
msoffice itservices usermanagement printbrokering diskencryption automationtools operatingsystems officeautomation technicalhelpdesk helpdeskmanagement upp tgroups netw kconnectivity enterpriseappl

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