Assisting end users on issues in a timely fashion by creating Incident ticket in ServiceNow and if all techs are busy, the technician enters customer in the queuing system
Monitoring queues for incidents or requests that require resolution.
Escalate to L3 team /Vendors in case assistance is required to resolve any issue.
Update the existing SOPs send it back to EUC L3 for review and update as per the documented frequency.
Prioritizing work based on the impact and urgency of the ticket
Resolution of Incidents within described SLA timelines as agreed for site support services
Track ageing and open tickets and service requests. For open tickets requiring spares, accessories, and work closely with asset management team in coordinating them.
Prepare weekly reports, monthly and half yearly dashboards and setup reviews with Client leadership.
Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)
Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution.
Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors.
Provide end user assistance in submitting Service Requests.
Fulfilment of Service Requests where necessary
Track and report status of IMAC requests. Verify completion of IMACs
Enable end user / equipment Installs, Moves, and changes (IMAC) Requests.
Install new or enhanced functions or features: hardware, software, peripherals and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)
Proactive and regular checks for assets installed in meeting rooms from readiness perspective.
Assist L3 team in various testing being carried out.