DSS

• Provide customer facing end-user support that includes
• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• IMAC support including large scale/bulk office moves/re-stack activities (all moves)
• Support for Operating System, base load software, MS Office suite and other business application
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• ccess related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (IOS/iPhone/IPads)
• VIP and home-based office (HBO) user support
• Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Perform infrastructure related incident resolution, change management activities and service request or task completion via the ticketing system
• Maintain infrastructure facilities including hardware equipment, cabling/patching and IT rooms in a clean, secure and proper operating state to eliminate disruptions in service
• Perform data center/server room/IT room facilities management operations for basic Hands and Feet administration duties that includes:
• Physical support (Racking and Stacking) of servers, network devices and other equipment's during the support, changes, upgrades, commissioning and Decommissioning activities
• Rack cabling, clean cable routing and cable management within racks
• Support for Component upgrades, swaps, change-out, Lights-on verification, reboots