Desktop EngineerAssisting users on various PC related issues via phone/email or chat over remote session or by visiting user desk. Supporting new user onboarding by deploying new PC and then collecting old PC's during offboarding. Escalate incidents with accurate documentation to suitable technician, when required.
Prioritize incidents and service requests according to defined processes to meet defined SLAs. Coordinating with vendor for any hardware/software issues. Assisting team on PC LCM project to deploy new PC's by doing apps and data migration.
Supporting sales user via call. Coordinate with asset team to ensure asset updates are done as soon as new assets received or shipped to lessor. Packing/unpacking of PC's received from vendor or from different site.
Returning end of lease PC's back to the lessor. Creating/updating knowledge base articles for any new issues. Provide suggestions for continuous improvement.