Deskside support
Imaging of new laptop and desktop devices using an agreed Windows10/Windows 11 Build
Wiping and re-imaging of desktops and laptops on receipt of devices from leavers and/or returned devices, where the device has been previously replaced due to a fault or failure
Installation, basic configuration and troubleshooting of Apple devices
Installing device drivers, establishing and troubleshooting connectivity to peripheral devices like printers, scanners and other gauges used by the quality control teams
Working closely with the infrastructure, application and network teams to troubleshoot issues in the site
Execution of remedial actions to disable and remote wipe devices reported as lost, unrecoverable or stolen, on the approval of the client
Ensure that all devices are registered within the Client Endpoint Management solution, ensuring devices are compliant with the Clients endpoint configuration policies
Management and resolution of all incidents and service requests escalated by the ServiceDesk or other resolver groups
Own the resolution of all desktop/laptop related issues that cannot be resolved by the remote desktop support team
Act as the first point of contact for issues raised by the end users, Transfer of Incidents or Service Request to Level 3 support as required to provide resolution, in accordance with the Incident Management process
Management of desktop encryption, desktop anti-virus/anti-malware solutions and other applications deployed on the users desktops/laptops. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners
Management of desktop and laptop configuration issues as required to adhere to the Clients policies. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners.
Manage and provide support for the MS Surface Hubs/LogiTech Tap devices and Audio/Visual equipment in the meeting rooms
Providing onsite any issues related to all printers that are escalated to the Service Desk by the Clients Managed Print Service Provider