Responsibilities:
1. Serving as the first point of contact for Client end users seeking technical assistance over phone, email, MS Teams, and ticketing system, updating all cases reported into the Client ticketing system.
2. Configure, install, support, and maintain IT hardware and software including PCs, laptops, mobile devices, and printer/copiers, as well as Windows operating systems and applications software.
3. Support Meeting Room Tablet, Projector, Telephone, Cabling, and Audio Video (AV) System.
4. Record events, problems, and resolutions in the Client ticketing system.
5. Coordinate with Client IT Department to plan and implement software upgrades, OS installations, or hardware tech refresh on PCs, laptops, and mobile devices.
6. Manage the helpdesk on a day-to-day basis, dealing with cases from inception to completion.
7. Monitor and update the Client IT Asset Management System.
8. Attend to Client end-users within Client premises.
9. Support the following Client IT Environment:
* Install and troubleshoot Windows & Non-Windows Applications
* Account Administration
* End User Support
* Setup/Troubleshoot Laptop/Desktop/Printing/Meeting Room facilities/Video Conference System
* Multi-purpose hall Sound System
* PC inventories & Bi-monthly stock take
* Skype / MS Teams Voice
* Software Management: Endpoint Central / Intune
* Microsoft Defender
* VPN Solution
* In-house escalation to Level 2/3 Support, Hardware Tech Refresh – Windows 11 Migration, Autopilot implementation
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