L1 Desktop Support Engineer
100% Work from Office.
Below is the Job Description for your reference.
- Receive call from service desk, L-1 Tech support & Executive support team.
- Provide Hardware break fix services for laptop & desktop, Provide hardware upgrade services for laptop & desktop.
- Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services.
- Provide desktop support, Provide LAN support (LAN admin support with touch services).
- Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network.
- Trouble ticket maintenance and Maintain file and print (Location specific).
- Site Inventory management and maintenance.
- Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports.
- Escalate the issues to management or next level as needed, Provide support for asset disposal services.
- Escalate and Coordinate with remote support team at offshore to get the user issues resolved.
- Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
- Implement the corrective/ preventive action identified.
- Co-ordination with the other support groups and Domains.
- Ensure that the policies and procedures set by Tech Mahindra are adhered to.
- Report the status to the higher management.
Preferred Skills:
- Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage).
- Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications.
- Experience on using basic troubleshooting tools I.e RDP.
- Trouble shooting network issues, file issues with exposure to computer.
- Good understanding about tried infrastructure support services in a managed services model.
- Experience in working with cross-functional teams (IT Service Management framework).