Shift Lead (Support & Operations)

Job Summary

Desktop Support Services:

• Desktop Support Services – Job Description Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking• Walk customers through installing applications and computer peripherals• Ask targeted questions to diagnose problems• Guide users with simple, step-by-step instructions• Test alternative pathways until the issue is resolved\• Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on new and replacement systems• Record assets in CMDB and Share Point and maintain proper asset registry• Replace Hardware components as per requirement• Customize desktop applications to meet user needs• Record technical issues and solutions in ticket logs• Direct unresolved issues to the next level of support personnel• Follow up with clients to ensure their systems are functional• Help create technical documentation and manuals Infrastructure Management Services End user computing Service • Desktop, Laptop end to end support • Printer-Peripheral Support • Mobile device Support • Email ,Internet, Business Application assistance Patch Management • Windows client side patch update • Troubleshooting &resolution;Application L1 Support • Incident Classification and routing to proper resolver group • First Level Support based on SOP’s on Business Applications Service level management • Service Level Administration • Dashboard • Reporting Asset Management • IMAC Request Management • Asset Audit & Compliance • Asset Reconciliation with Finance Asset register • Asset lifecycle Management

Key Responsibilities

• Desktop Support Services – Job Description Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking • Walk customers through installing applications and computer peripherals • Ask targeted questions to diagnose problems • Guide users with simple, step-by-step instructions • Test alternative pathways until the issue is resolved • Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on new and replacement systems • Record assets in CMDB and Share Point and maintain proper asset registry • Replace Hardware components as per requirement • Customize desktop applications to meet user needs • Record technical issues and solutions in ticket logs • Direct unresolved issues to the next level of support personnel • Follow up with clients to ensure their systems are functional • Help create technical documentation and manuals Infrastructure Management Services End user computing Service • Desktop, Laptop end to end support • Printer-Peripheral Support • Mobile device Support • Email ,Internet, Business Application assistance Patch Management • Windows client side patch update • Troubleshooting &resolution;\n Application L1 Support • Incident Classification and routing to proper resolver group • First Level Support based on SOP’s on Business Applications Service level management • Service Level Administration • Dashboard • Reporting Asset Management • IMAC Request Management • Asset Audit & Compliance • Asset Reconciliation with Finance Asset register • Asset lifecycle Management

Skill Requirements

• Desktop Support Services – Job Description Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking • Walk customers through installing applications and computer peripherals • Ask targeted questions to diagnose problems • Guide users with simple, step-by-step instructions • Test alternative pathways until the issue is resolved • Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on new and replacement systems • Record assets in CMDB and Share Point and maintain proper asset registry • Replace Hardware components as per requirement • Customize desktop applications to meet user needs • Record technical issues and solutions in ticket logs • Direct unresolved issues to the next level of support personnel • Follow up with clients to ensure their systems are functional • Help create technical documentation and manuals Infrastructure Management Services End user computing Service • Desktop, Laptop end to end support • Printer-Peripheral Support • Mobile device Support • Email ,Internet, Business Application assistance Patch Management • Windows client side patch update • Troubleshooting &resolution;\n Application L1 Support • Incident Classification and routing to proper resolver group • First Level Support based on SOP’s on Business Applications Service level management • Service Level Administration • Dashboard • Reporting Asset Management • IMAC Request Management • Asset Audit & Compliance • Asset Reconciliation with Finance Asset register • Asset lifecycle Management

Other Requirements

• Desktop Support Services – Job Description Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking • Walk customers through installing applications and computer peripherals • Ask targeted questions to diagnose problems • Guide users with simple, step-by-step instructions • Test alternative pathways until the issue is resolved • Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on new and replacement systems • Record assets in CMDB and Share Point and maintain proper asset registry • Replace Hardware components as per requirement • Customize desktop applications to meet user needs • Record technical issues and solutions in ticket logs • Direct unresolved issues to the next level of support personnel • Follow up with clients to ensure their systems are functional • Help create technical documentation and manuals Infrastructure Management Services End user computing Service • Desktop, Laptop end to end support • Printer-Peripheral Support • Mobile device Support • Email ,Internet, Business Application assistance Patch Management • Windows client side patch update • Troubleshooting &resolution;\n Application L1 Support • Incident Classification and routing to proper resolver group • First Level Support based on SOP’s on Business Applications Service level management • Service Level Administration • Dashboard • Reporting Asset Management • IMAC Request Management • Asset Audit & Compliance • Asset Reconciliation with Finance Asset register • Asset lifecycle Management