Job Description
Key Responsibilities
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1) Onsite Deskside & TechBar Support
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- Deliver face-to-face IT support through TechBar (walk-in and appointment) and floor support.
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- Provide support for Windows, MacOS, and iOS devices.
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- Troubleshoot, configure, and guide users on IT services.
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2) Incident & Request Fulfilment (IMACD)
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- Execute IMACD activities (Install, Move, Add, Change, Delete).
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- Maintain accurate ticket updates and documentation.
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3) Hardware & Device Break-Fix
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- Diagnose and resolve hardware and software issues across devices.
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- Coordinate with OEM vendors for repairs.
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4) Device Lifecycle Support
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- Support device refresh, build, staging, and deployments.
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- Assist provisioning of laptops, MacBooks, and mobile devices.
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5) Ticket Queue & SLA Adherence
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- Ensure timely resolution and SLA compliance.
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6) Hardware Asset Management Support
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- Maintain accurate asset tracking and inventory management.
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7) Stakeholder & User Engagement
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- Provide professional communication and user guidance.
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8) Compliance & Process Adherence
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- Follow SOPs and ensure compliance with security and audit requirements.