Full Time Desktop Support Engineer Jobs, in Techdravin Pulau Pinang - Maukerja

Detailed Description of Services 

- Scope of Activities

• Desktop hands and feet support

• Perform Call Logging, Respond to IT issues, requests, and queries from users via Telephone, email, chats.

• Support Phone Calls, by logging to Nice Softphone.

• Asset refresh

• Hardware break-fix of end-user devices

• Mobile device troubleshooting.

• Conference room support — Audio-Video conferencing room support

• Smart hands support.

• Liaison with LTIMindtree Service desk, L2 and L3 group as needed (mostly applicable for dedicated sites).

• Third Party / OEM Vendor coordination

- Key Activities

• Provide onsite support as per site categorization to provide operational and technical support

• Network & Telecom devices are included in support under Hands & feet support model.

• Troubleshoot & Resolve Incidents and Problems associated With EUC Equipment and Software, and provide break/fix support, advice, and assistance to Authorized Users

• Coordinate for EUC service-related activities with the Service Desk and other resolver teams

• Perform support for application certifications and deployment for end point software

• Coordinate with third party as necessary to keep Equipment and Software in good working order.

• All dedicated field support engineers should be available for on call support. (After business hour support if required)

• Coordinate the activities of Sub contractor Personnel and third parties providing Support, including:

packing and unpacking

shipping and receiving

any other coordination required for Sub contractor's performance of Services

- Outage Activity

• Coordinate, and assist installations, de-installations, cascades, moves, add and changes for all EUC Equipment, Software, and related Services to Client

• Monitor client satisfaction and closely monitor Service Levels throughout the outage activity and following the delivery at predetermined intervals

• Manage the recording and collection of the required inventory information and update the inventory system (or other Client inventory system)

• Coordinate with third parties (e.g., network administrators, electricians, and telecommunication specialists) with respect to changes required by Installation, Move, Addition, Change; ("Outage")

• Asset Management

• Perform asset tracking Of End user Computing devices.

• Provision end user computing devices for new joiners, relocated users.

• Collect end user computing devices from leavers

• Support user/device relocation and device life cycle activities as per client defined processes

• Adhere to the relevant Client Policies covering the decommissioning of equipment (excluding physical decommission)

• Manage end of life assets. preparing lists of assets to be EOL, sending out communications to those Who are using EOL machines, coordinating with users for scheduling appointments for replacement, follow-up with new user to make sure asset is functioning properly, maintain tracker

• Manage on-hand parts Inventory/PC Inventory to sustain SLAS for warranty or non-warranty device replacement (spares)

- OS Imaging

- Mobile Device Management

- AV & VC Room Support

• Provide Concierge services for audio visual needs

• VC Support - Hands feet support for Video conference rooms

• AV Support - Coordinate with Audio Visual equipment vendor for Outage & Break fix

• Incident handling for equipment failures; includes vendor management and warranty/ non warranty; handling Of AV Room health checks, coordination of vendor for service; monitor repair, provide Real-time intervention to any event impairment

• Perform pre meeting testing and validations within 24 to 48 hours of scheduled event and as necessary be on-site present for the entire duration of event as requested authorized User

• Prepare Speakers for the event and provide best practice audio / visual aids

• Schedule, coordinate external vendor (ex. Web-ex) services in support Of Authorized User events

• Support / arrange preventative maintenance checks from local audio-visual vendor

• Provide Authorized Users training and documentation on how to operate audio Visual equipment

• Provide support services for all Internet Protocol television (IPTV) and display systems

- Print Services

• Coordinate With Client printer Vendor for hardware break/fix support

• Facilitate Adds, Moves, Changes and End of Lease replacements of print devices

- Incident Management

• Maintain Incident work history and status up to date until Incident is resolved; inform End User Of resolution

• Request the transfer of an Incident to the appropriate work queue if Level 2 or 3 support from other groups or third parties is required

• Assist new assignee as required and maintain oversight for monitoring, controlling, and ensuring timely resolution

• Escalate urgent, Major Incidents Within Service provider management according to established procedures

• Assist with submission of service desk tickets on behalf of non-English speaking employees

Out-of-Scope

• Procurement of any tools/license

• Decommissioning of Assets or legacy platform including subscriptions

• Purchase and management of the Hardware, network, and server

• Datacenter consolidation and hardware decommissioning

• Configuration of existing business and infra-applications on-premise/cloud

• Support for personal phones or non-corporate apps.

• Co-ordination with 3rd party vendor for out of support devices

• Provisioning of any software licenses (except tools as extended as part of services and/or listed explicitly in this SOW)

• Physical disposal of decommissioned hardware

• New Datacenter and/or Branch deployment design and planning

• Historical Data Migration from/to any platform

• Any code level changes in applications/tools

• Any Services outside of the scope defined in this SOW will require a CR