Desktop Support - L1

Job description

Roles and Responsibilities

• Perform IT-related service as instructed by NTT Service Delivery Manager or his/her delegates.
• Addressing incidents faced by the users in their day-to-day use of IT
• Follow and enforce customer IT policy
• Provide support (including installation, configuration, and fine-tuning support) for new Desktops / Laptops which shall include OS (Operating system) Installation, Power On Test, verification of Hardware Configuration, OS configuration, Configuring Mail Client, Con-figuring MS Office Applications (as per NTT Customer provided standards), Client-side applications and Configuring Printers and resolving printing problems of the users at the in-scope locations
• Supporting users by providing a timely and clear indication of the nature of the problem, the estimated time of completion, and possible work-around
• Escalating unresolved problems as per the Escalation processes, through the Service Desk, keeping all relevant personnel in the communication loop.
• Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
• Provide support for IMACDD (IMACDD - Installation, Move, Add, Change, Disposal, and Decommissioning) for End-user Desktop/Laptop and Peripherals, Standalone and LAN attached PC & mid-range server. Coordinate the asset movement (IMACDD) across all locations.
• Emergency recovery maintenance for Desktops
• Installation and upgrade of any hardware component
• Disk formatting, partitioning, and reinstallations of desktop OS/Applications
• Advise the End User to take reasonable steps to backup information, if possible, prior to attempting to effect a resolution either by hands-on during Desk Side Support Service; and provide reasonable assistance with file restoration, if required.
• Manage disk/folder sharing and permission settings on desktops.
• Provide support for patch-up-gradation on desktops.
• Providing field support for Desktop/Laptop & vendor coordination for peripherals
• Work on escalated issues from Service Desk based on physical support requirement
• Provide Diagnosis of Hardware or Software issues and work with OEM Vendor for getting them resolved
• Provide time to time proactive maintenance of peripherals for reduction of operational is-sues
• Educate users for common problems & their resolution
• Video Conference (VC) setup and troubleshooting
• Software Support (Standard Applications)
• LAN/Wi-Fi configuration and troubleshooting in end users system
• Backup Need to facilitate the data migration from one machine to the other, in the process make sure the data is safe.
• Community Services Systems after warranty period identified and donated for community services as a best practice of Customer. Those machines' data will be completely wiped off and reconfigured to the old setup.
• Anti-Virus (AV) Support
• Provide support on installation and basic troubleshooting on the client-side application

Desired Candidate Profile

• Work Experience: Minimum 1 to 3 years experience
• Good communication skills.
• Graduate/Diploma in any discipline.
• Good Technical skills in solving desktop issues with Windows OS, Mail client (Outlook) End-User network issues, printer issues, MS Office issues.
• Basic Networking Knowledge.
• Ability to do asset management activities, IMAC, and hardware break-fix.
• Coordinate with the on-call support provider and other vendors for call closure.