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Key Responsibilities:
- Oversee the resolution of incidents related to desktop devices, including hardware, software, and connectivity issues.
- Administer IMAC (Install, Move, Add, Change) and on-site support services.
- Supervise repair services for both laptops and desktop computers.
- Deliver standardized and authorized hardware and software support throughout the lifecycle of Desktop Devices, including remote management using suitable tools.
- Optimize, manage, and maintain the configuration and installation of Desktop Devices, which encompasses patch updates and hardware replacements, utilizing vendor-provided spares.
- Evaluate Service Desk inquiries related to Desktop Devices and incident data to identify potential user training needs and automation opportunities.
- Ensure that each Desktop Device is equipped with the correct Desktop image.
- Monitor security settings and antivirus software on all Desktop Devices, taking necessary actions to address any non-compliance with security protocols.
- Provide specialized support for on-site issues as per contractual obligations and serve as the primary contact for all IT-related matters in the absence of other IT support teams.
