Must have overall 5+ years working experience in Desktop Support
3+ years working experience in Assisting VIP users end-to-end.
Provide support on IT request and break-fix to employees in person and through phone calls, chats and emails.
Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
Respond quickly to cyber, malware alerts and location outages.
Utilizeremote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables.
Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
Provide hands-on support for networking devices and facilitating network upgrades.
Manage IT Rooms e.g. alerts etc
Support IT maintenance including power shutdown & DR.
Leverage Office 365 tools internally to boost engagement and efficiency within the support team
Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
