Deliver high-quality on-site IT Services by ensuring timely issue resolution, proactive maintenance, and adherence to IT best practices. Enhance user satisfaction and operational excellence across the organization.
Responsibilities
- Provide IT support across a wide range of client activities.
- Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines.
- Manage the ServiceNow ticket queue by reviewing open tickets and following approved ticket workflows.
- Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements.
- Support the full lifecycle of end-user devices, including imaging, deployment, inventory tracking, and disposal.
- Deliver ‘White Glove’ service to users, even in high-pressure situations.
- Work effectively in a project-based environment that requires flexibility and strong teamwork.
- Perform other duties as assigned by the End-User Computing (EUC) Manager.
Knowledge
- Strong understanding of deskside support operations and key ITSM concepts such as incident management, service request management, categorization, and prioritization.
- Proficient in ServiceNow ticket workflows for both incidents (break & fix) and service requests (e.g., laptop provisioning: 'Check Inventory', 'Image and Deploy').
- Intermediate knowledge of core infrastructure components such as Domain Controllers, Active Directory, Group Policies, DHCP, DNS, and related technologies.
Technical Skills
- Proficiency in Windows 11 and Microsoft Office 365 (Outlook, Teams), including installation, initial configuration, and basic support.
- Standard endpoint management experience using Microsoft Intune or Active Directory.
- Ability to troubleshoot printers, webcams, speakers, docking stations, drivers, firmware, and more.
- Basic to intermediate troubleshooting skills with Linux systems.
- Experience supporting audio/visual (A/V) equipment in conference room environments.
- Strong problem-solving skills including root cause analysis (RCA).
Business Skills
Ability to interact with customers politely, professionally, and efficiently in all situations.
Strong interpersonal skills with the ability to build and maintain business relationships across the organization.
Visible and approachable for both customers and internal IT support teams.
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