Company DescriptionAdvance Global IT Support (AGITS) is a global leader in third-party IT maintenance and support services, offering cost-effective solutions that allow clients to save an average of 40-70% on IT maintenance costs. AGITS is renowned for its personalized customer relationships, flexible service plans, and ability to provide rapid, high-quality engineering support. With a global presence and local part stocking, AGITS ensures reliable and efficient services tailored to each customer's specific needs. The company specializes in supporting end-of-life products and delivering same-day response times that go unmatched by OEM providers.
Objective:The End User Computing (Desktop Support Engineer) L1 is responsible for providing efficient and reliableonsite desk-side support for end-users. The role involves managing and resolving incidents related todesktop devices, ensuring smooth hardware and software functioning, and delivering excellent customerservice throughout the entire lifecycle of the devices. The objective is to maintain a highly functional andsecure desktop environment, meeting the IT requirements of the organization.
Responsibilities:● Provideonsite desk-side support, with 2-3 years of experience in this field.● Possessknowledge and experience in Windows 10 and Office 365.● Handleincidents related to desktop devices (hardware, software, and connectivity) and ensuretheir resolution.● ManageIMAC(Install, Move, Add, Change) and desk-side support services.● Performbreak-fix services for laptops and desktops, both hardware and software.● Providesupport and maintenance for standard hardware, software, and office applications ondesktop devices throughout their lifecycle.● Supporttheconfiguration, installation, and management of desktop devices, including patchupdates, hardware replacements, and remote management using appropriate tools.● Familiarity with service management tools such as ServiceNow.● Proficient in EUC tools, remote support tools, Microsoft Office, and Outlook.● Preferably have knowledge of Lync, VPN, and mobile device support.● Ensureproperinstallation of desktop images on each device.● AnalyzeService Desk calls and incident data to identify user training needs and automationopportunities.● Monitorsecurity profiles and antivirus software on all desktop devices, taking appropriate actionto address non-compliance.● ProvideVIPsupport for desk-side issues as per the contract and act as the point of contact forIT-related matters in the absence of other IT support teams.● Familiarity with ITIL processes, including incident, change, problem, and service requestmanagement, as well as spare and buffer stock management.● Desirable skills include knowledge of Active Directory, smart hands and feet support, andsupporting MAC devices and tablet