Description
Key Objectives:
Overall administration and technical support of day-to-day onsite laptop/desktop service operations, either
via face to face, telephone or via remote connection tools.
Communicate effectively with end-users and team members on Incidents raised. Efficiently resolve user
incidents/requests, maintaining personal Remedy call queue at all times, ensuring tickets are processed in accordance with HCL procedures in order to meet set SLA's.
Manage the complete life cycle of laptop/desktop environment from procurement, on-going support to
decommissioning.
Support of laptop/desktop hardware (break-fix), software (Microsoft technologies such as WDS and OS), CA ARCserve Backup, VMWARE, Symantec AV, managing peripherals, maintaining & administering all loaned equipment.
Hand on Knowledge of SCCM/SOE Imaging.
Managing Compliance for all GIT services.
The key part of the role is imaging of laptops, support standard builds updates and conducting physical IT asset management and keeping the IT inventory up to date at all times.
Working and liaising with the Global Service Desk and GIT Domain team in India for incidents and other IT support requirements.
Maintaining the IT store room, carrying out frequent stock checks and organization of IT equipment.
Provide telephony and video conference support within the office environment as well as daily changing of backup tapes and logging results.
Create and update documentation on processes/systems relevant to the EMEA OSS team.
Provide support to GIT and other technical teams for IT projects and out-of-hours work.
Work as part of shift rota, covering between 08:00-16:30 or 09:30-18:00.
Provide any other duties/tasks related to GEO IT Services which includes occasional visits to other EMEA
offices.
Experience:
Solid experience in a busy local IT support environment with excellent troubleshooting skills
Experience of supporting field-based users.
Good working knowledge and understanding of Microsoft Windows 7/10, O365
Experience of supporting Active Directory, Group Policy and File/Print management in a corporate
environment would be advantageous.
Good organizational skills for IT asset management and inventory maintenance.
Excellent documentation skills for creating/updated processes and procedures.
Understanding of an Incident management system (Remedy desirable).
Must have excellent customer facing qualities with a flexible, can-do attitude.
Experience and knowledge of Laptop imaging, preferably WDS.
Good knowledge of Networking & TCP/IP in a corporate environment.
Excellent verbal and written communication skills.
Ability to work independently and conscientiously.
Microsoft Certifications (MCP/MCTS) - would be advantageous.