Deskside Specialist - ApTask

Technical/Functional Skills-
• Strong knowledge of desktop/laptop hardware
• Good knowledge of Win 10, Win 11 & MS Office
• Knowledge of Mac OS is preferred
• Understanding of daily operations and delivery processes
• Application / software installation and trouble shooting
• Knowledge / exposure on ticketing tools (Service Now)
• Windows system administration
• Strong Troubleshooting Skills
• Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
• Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.
• Understanding of active directory, networking
• Hardware, operating system & software knowledge
Roles & Responsibilities-
• Provides second-line investigation and diagnosis.
• Resolves and closes incidents/service requests as per the procedures & allocated timelines
• Logs relevant incident/service request details as per process in ITSM tool.
• Communicates with client regarding incident progress
• Ensures tickets are updated at all times until issues are resolved
• Complies with Quality Health Safety Environment (QHSE) and IT policies
• Liaises with clients, IT support groups and 3rd party providers when necessary
• Performs staging of PCs