• General HW support and maintenance, Help Desk activities

• Level 2/3 end-user support

• Workstation moving, fixing, and installation using internally approved methods

• Call Manager maintenance and telephone sets

• Software package creation

• SW installation

• Local Backup system administrator

• Training sessions on all technology changes

• Work closely with the EDS team, and ensure knowledge-sharing

• Perform Introductory Onboarding training

• Ensure that VIP users are properly managed, and their needs are taken care of

• Reach out to other members / escalate as necessary to ensure customer satisfaction

• Help with software Upgrades or Rollouts of both Productions Tools & Engineering Software

• Support Infrastructure Team in Setup and take part in projects as and when required

• Support infrastructure team, handling server backup/recovery

• Coordination of network setup & support

• Manage IT assets and ensure adequate stock exists

• Maximize utilization of assets by reuse

• SCCM maintenance

• Telephone/Mobile assets

• Support (Project) IT Coordinators, end users, application developers, and application administrators’ users with solving problems

• Assist users through telephone, remote control of desktops, ail, and direct contact at the helpdesk or users’ desk

• Responsible for the application of Environmental Policy and Procedures within their area of responsibility

Change Management:

• Report changes due to moves and/or changes in personnel

Problem Management:

• Proactively monitor ticket queues (both onshore and offshore) on ServiceNow and take ownership, coordinate & action as required

• Analysis of detected or reported problems

• Assign correct priorities to problems

• Control of the problem-solving process

• Solve problems or report to third-party support

• Report to the supervisor and user of the solution

• Maintain the correct status of calls in the call support system

• Maintain user help documentation

• Create and maintain documentation, procedures, and work practices

  
  
  
  

Configuration Management:

• Support users in configuring network printers

• Support users on the use of cell phones

• Explain company policies on IT matters

• Assist in maintaining accurate inventory records

Hardware Management:

• Ensure that hardware (PCs, printers, etc) function according to specification

• Support users on the use of equipment

• Report malfunctions

• Take corrective maintenance

Software Management:

• Support users on the use of standard installed software (Notes, MS Office, etc)

• Virus reporting and controlling

• Report malfunctions

• Support users in acquiring and installing approved software

User Management:

• Report on the (mis)use of resources

• Service Management

Capacity Management:

• Application monitoring and optimization