Role Purpose
The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction
Do
Desktop L2
- Resource should have 6 month to 1 years’ experience.
- Troubleshooting & fixing desktop/laptop OS, e-mail client, printer/scanner, print queue related £2 level issues
- Creating OS images to reduce the OS deployment time
- Problem solving Capability in IBM, HP and Dell and other vendors laptop/ desktop Hardware
- Escalation handling
- Desktop/Laptop Inventory management
- Mentoring FMSS teams unresolved issues
⚫Leading the FMS Team in absence of Team Leader
- Ability to quickly analyze & diagnose technical problems
- Independently generates solutions based on analytical, technical skills and business knowledge Mentor and train other team members
- Problem determination and resolution within SLA’s
Should be able to Perform Root Cause Analysis for the incidents Handle technical escalations
- Ability to acquire; new skills & keep them updated
- Work with Local & Global Teams
- Proactive and clear communication skills
- Quality and Process Knowledge
- Should be good in client communication skills
- Willingness to travel to different locations on short team. (Travel and location flexibility)
Willing to Work on Shifts based on the projects need
Desktop Support