Desktop EUC L1

Desktop technicians will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.

The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Roles & Responsibilities

• Experience in smart hands support.
• Good communication skills with experience in IT hardware & software asset management services.
• Experience in managing PC and mobile assets in the ServiceNow module and awareness of different stages in the asset management lifecycle.
• Experience in asset inventory management.
• Coordination on PC Fulfilment/Installation (Autopilot/Reimage/Import).
• PC Diagnostics & Sanitation: Recycle pickup requests from end users.
• Software Provision/Install Requests, New Printer Configuration Requests, and Miscellaneous Services (Return Labels).
• Walk-up, deskside, and remote technical support.
• Knowledge of ServiceNow, Microsoft Office, Windows OS, and iOS troubleshooting skills.