work area uphold jobs and duties

 Main responsibilities

Provides administration and maintenance of IT hardware and software in production in conjunction with onsite & remote Delivery Teams.

Resolve, Record and Update incident resolution/workflow details.

Maintains documentation for site/client technical infrastructure.

Provides support for all applications and technologies that are site specific.

Executes deployment of IT solutions in their site according to specifications and procedures from Service delivery (SD) organisation.

Open/ Acknowledge/ Maintain/ Update status on open incidents, tasks, change requests

Coordinate, together with Service Delivery, to ensure compliance with the Organization's IT standards, policies; ensure the application of hardware and software security standards and procedures in accordance with organizational policy.

Collaborates with SD Coordinator in the troubleshooting & management of site IT infrastructure, such as desktops, laptops, TS, printers, Mobile Phones, Blackberry, software & other devices as requested.

Monitor and assist when necessary to ensure effective co-ordination of first-line and Service Delivery help desk services to users.

Desktop support roles and responsibilities

Follow ITIL process for escalation & resolution incidents, problems.

Ensures that Incidents are resolved on the site while respecting the Service Levels for incidents.

Mobile Phone assistance on the enrolment of the terminal according a define process

Ensures that Service Requests are completed within SLA.

Onsite patching according SD, Datacentre or SDM request.

Provides support to Infrastructure & Service Request teams in the resolution of Incidents & Service Requests for the site.

Smart hand support provided on request from SD, Datacentre or SDM.

Examples :

Reset power cycling of server, rooter etc.

Tape rotation a per defined by tape SOP

Patching network connection

Network Printer settings assistance

Non-exhaustive list of task and duty that can be asked on SD / SDM demand according best practice relationship.

Dress appropriately according customer and HCL policy

Work effectively with colleagues and external teams by practicing punctuality, respect for deadlines and collaborative problem solving.

Participates in resolution of Complaints for Incidents & Service Requests.

Proactive attitude in identifying and resolving potential issues that may cause Incidents or breach of service levels.

Provides support to users & sites for all incidents & requests that fall in scope of work.

Performs due diligence and maintains an inventory of devices onsite.

Participates in Meetings for Incident & Service Request Management.