L1 Desktop Support Engineer

Responsibilities

• Provide Hardware break fix services for laptop & desktop, Provide hardware upgrade services for laptop & desktop.
• Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services.
• Provide desktop support, Provide LAN support (LAN admin support with touch services).
• Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network.
• Trouble ticket maintenance and Maintain file and print (Location specific).
• Site Inventory management and maintenance.
• Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports.
• Escalate the issues to management or next level as needed, Provide support for asset disposal services.
• Escalate and Coordinate with remote support team at offshore to get the user issues resolved.
• Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
• Implement the corrective/ preventive action identified.
• Co-ordination with the other support groups and Domains.
• Ensure that the policies and procedures set by Tech Mahindra are adhered to.
• Report the status to the higher management.

• Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage).
• Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications.
• Experience on using basic troubleshooting tools I.e RDP.
• Trouble shooting network issues, file issues with exposure to computer.
• Good understanding about tried infrastructure support services in a managed services model.
• Experience in working with cross-functional teams (IT Service Management framework)