Job Description :
Technical/Functional Skills
Solid Understanding of Microsoft Desktop / Laptop environment [Windows XP, Windows 7 etc.]
ITIL Process Knowledge in day to day operations
(Incident management, Service Request management, Change Management, Problem management)
Knowledge of Windows environment and basic system administration skills
Knowledge in trouble Networking issues
Good hands-on experience on client backup software (e.g., Symantec DLO) and Antivirus software (e.g., Symantec End Point protection)
Good Communication & presentation skills
Analytical skills to resolve Complex problems
Troubleshooting skills in end user application issues (Email, internet, Anti-virus, backup management, encryption software)
Roles and Responsibilities
Installation, Configurations and Maintaining OS, Standard and Business Applications
IT Support for Desktop / Laptops, Telephony (Desk phone, Video Conference and Hand held devices)
Deploy Standard operating images for desktops & laptops
Manage S/w. Library, License and Inventory list
Provide Incident Management, Request Management and Change Management for Desktop / Laptop Environment as per defined SLAs and KPIs
User and Vendor Co-ordination, Communication
Support for VIP and Home Users
Tape Management
Provide Touch services for Enterprise Services (Server Environment, Data Centre equipment, N/w. Devices etc
Manage site specific Documents, Vendor contacts and Escalations, Application Installation Documents
Lead and support IT Support Engineer for local and remote site.