Job Description
Key Responsibilities:
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- Provide first- and second-level End-User Support for hardware, software, and workplace technology issues.
- Manage and resolve incidents, service requests, and technical issues in accordance with established service levels.
- Deliver hardware support and lifecycle services, including device deployment, configuration, upgrades, maintenance, and replacement.
- Maintain accurate asset and inventory records for IT equipment and peripherals throughout their lifecycle.
- Provide onsite desk-side support and workplace technology services to ensure a seamless end-user experience.
- Deliver remote technical support via phone, email, and ticketing systems, including warm transfers from the Service Desk.
- Coordinate with vendors and third-party service providers to resolve hardware, software, and infrastructure-related issues.
- Support user onboarding, equipment setup, relocation, and technology refresh initiatives.
- Document troubleshooting activities, resolutions, and asset updates in the organization's IT service management tools.
- Ensure a high level of customer satisfaction through professional communication and timely issue resolution.
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Required Skills:
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- End-User Support and Incident Management
- Hardware Support and Lifecycle Services
- Asset and Inventory Management
- Onsite Support and Workplace Services
- Remote Phone Assistance / Warm Transfers from Service Desk
- Vendor and Third-Party Coordination
- Supplier shall ensure that Supplier Personnel possess the technical and language capabilities required for the location of service delivery.
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