Desktop Support Specialist

Candidate Profile

• 4-5 yrs.
  experience in onsite services with experience of working in the manufacturing plants highly desired
• Excellent inter-personal skills with the ability to communicate effectively across all layers of an organisation
• Ability to learn quickly and provide guidance to junior team members
• Works well within a team as well as individually
• A self-starter without the need for day-to-day management
• Languages - Local language and English

Technical Skills

• Proficient in Desktop and laptops - installation and support (Windows as well as Apple devices)
• Proficient in installation and support of peripherals - printers, scanners and quality control gauges
• Working knowledge, experience of configuring and basic troubleshooting of servers, storage, cabling, switches, firewalls, WIFI access points

Key Responsibilities

Deskside support

• Imaging of new laptop and desktop devices using an agreed Windows10/Windows 11 Build
• Wiping and re-imaging of desktops and laptops on receipt of devices from leavers and/or returned devices, where the device has been previously replaced due to a fault or failure
• Installation, basic configuration and troubleshooting of Apple devices
• Installing device drivers, establishing and troubleshooting connectivity to peripheral devices like printers, scanners and other gauges used by the quality control teams
• Working closely with the infrastructure, application and network teams to troubleshoot issues in the site
• Execution of remedial actions to disable and remote wipe devices reported as lost, unrecoverable or stolen, on the approval of the client
• Ensure that all devices are registered within the Client Endpoint Management solution, ensuring devices are compliant with the Client's endpoint configuration policies
• Management and resolution of all incidents and service requests escalated by the ServiceDesk or other resolver groups
• Own the resolution of all desktop/laptop related issues that cannot be resolved by the remote desktop support team
• Act as the first point of contact for issues raised by the end users, Transfer of Incidents or Service Request to Level 3 support as required to provide resolution, in accordance with the Incident Management process
• Management of desktop encryption, desktop anti-virus/anti-malware solutions and other applications deployed on the users' desktops/laptops.
  Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners
• Management of desktop and laptop configuration issues as required to adhere to the Client's policies.
  Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners.
• Manage and provide support for the MS Surface Hubs/LogiTech Tap devices and Audio/Visual equipment in the meeting rooms
• Providing onsite any issues related to all printers that are escalated to the Service Desk by the Client's Managed Print Service Provider

Networking & Security

• Deploy the Initial configuration on firewalls, switches and Wi-Fi access points with assistance from tech teams and handover to the centralised team for advanced configuration

Datacenter / Server Room Support

• Onsite support of hardware and software including installation, testing and maintenance, located within the Client's Data Centre facilities
• Hands and Eyes support for all issues in the data center that cannot be resolved remotely
• Management and maintenance of the Data Centre general hygiene, including removal of all packaging, responding to and resolving hardware alerts in a timely manner and escalating any health and safety risks to the Client.
• Management of scheduled power down activities, annually, in response to an imminent risk to the Client or from time to time as the Client is required by the landlords of the Client's offices
• Management of support requests to third party providers as required for scheduled maintenance and power down activities

Asset Management

• Working with the Client's Procurement and Finance teams during the budget cycle to reconcile the existing asset base and procure new IT hardware based on the lease expiry schedules
• Working with the business, finance and procurement team to procure new hardware and software assets based on approved service requests from an agreed product catalog in the ITSM solution
• Assigning procured assets to the requester and associating IT assets to people, departments, cost centers and locations
• Tracking and updating asset allocation in the Client owned asset portals
• Supporting the lease processes which includes tracking lease duration of every asset, deployment of new assets and arranging for the return of old assets after securely wiping the assets
• Registering of all assets in scope (along with their serial numbers/Unique identifiers where applicable) of the Operational Services, in accordance with the Asset Management process in the ITSM solution
• Updating asset records to accurately reflect their status and ownership as required, over the lifecycle of the asset
• Communicating assets that are reported or determined to be lost and unrecoverable
• Expiry of asset data from the ITSM solution as assets are removed from service, with the approval of the client

Client Co-ordination

• Participate and drive planned disaster recovery activities
• For maintenance activities of all critical IT systems, co-ordinate with Plant Managers to ensure minimal impact to the business and ensure availability of onsite resources to carry out pre and post patching tests
• Management and fulfilment of requests for access to the data center facilities, notifying the Client of such access provide
• Management of changes to permanent access lists for the data center facilities, on the Client's approval

Reporting & Documentation

• Creating and maintaining documents pertaining to all assets and processes in the site
• Generation of asset reports as required by the Client and other members of the support team
• Generation of reports on desktop device utilisation and performance on a periodic and ad-hoc basis as required by the Client