• Desktop support
• IMAC support
• Asset refresh
• Asset disposal activity (Excluding physical disposal)
• Hardware break-fix of end-user devices
• Mobile device troubleshooting
• Conference room support – Audio-Video conferencing room support
• Smart hands support
• Incident recording and update
• Liaison with the Partner Service desk, L2 and L3 group as needed (mostly applicable for dedicated sites)
• Basic end-user training not exceeding 15 minutes
• Third-Party / Vendor coordination

• Provide onsite support (operational and technical)
• Network & Telecom devices are included in support across all sites under the support model
• Troubleshoot & resolve incidents associated with multiple equipment & software, provide break/fix support, advice and assistance to authorized users
• Coordinate of related activities with the Service Desk support teams (remote & onsite)
• Install applications, certificates and deployment of software
• Coordinate with the third party as necessary to keep equipment and software in good working order

IMAC

• Coordinate and plan installations, de-installations, cascades, moves, add/changes for all EUC Equipment, Software, and related Services to Client
• Monitor client satisfaction and closely monitor Service Levels throughout the IMAC activity and following the delivery at predetermined intervals
• Manage the recording and collection of the required inventory information and update the inventory system (or other Client inventory system)
• With the approval of the Authorized User, back up Authorized User data, re-image End User Computing Devices and restore such Authorized User data to such End User Computing Devices. (e.g., personal preferences drive mappings)
• Determine if there are any special requirements at the IMAC location(s) and coordinate physical space requirements
• Confirm correct implementation of the IMAC with the designated Client end user as appropriate
• Coordinate with third parties (e.g., network administrators, electricians and telecommunication specialists) with respect to changes required by Installation, Move, Addition, Change; (“IMAC”)

• Perform asset tracking of End User Computing devices
• Provision end-user computing devices for new joiners and/or relocated users
• Collect end-user computing devices from leavers
• Support user/device relocation and device life cycle activities
• Adhere to the relevant Client policies covering the decommissioning of equipment
• Follow the asset recovery process for Customer identified personnel who will be terminating in accordance with the required service standards
• Manage end of life assets. Preparing lists of assets and coordinating with users for scheduling appointments for replacement, follow-up with a new user to make sure asset is functioning properly, maintain tracker
• Validate that End User Computing Services are in compliance with warranties, seek guidance from the applicable vendors, if necessary, and comply with such warranties
• Manage on-hand parts Inventory/PC Inventory to sustain SLA’s for warranty or non-warranty device replacement (spares)

OS Imaging

• Maintain devices and install end user’s / customer’s approved global standard image and certified software as required by Authorized Users for Service Request, Incident handling and Life cycle events
• Confirm post-delivery Authorized Users preferences and drive mappings
• Validate and deliver when necessary service packs, hot fixes, PC health and applied updates for EUC devices in Service response

• Manage and maintain user’s / customer’s provided antivirus, logging and Malicious Code solutions for the End User Computing Devices as part of the End User Computing Services
• Support End User Computing anti-virus and Malicious Code Incidents and Service Requests

• MDM- Support for any Mobile device issues
• MDM- Support iOS and Blackberry and iPhone equipments utilized by Customer using remote System management tools and local support technicians as needed
• Maintain, provide issuance of mobile Corporate Owned Devices and the collection of user’s / customer’s Authorized User agreements of these devices (e.g. iPad’s, iPhones, Cell Phones, Blackberries) via Service Request processes
• Manage end-user tools (e.g. Blackberry Work and Skype for Business) activations for all regions

• Provide Concierge services for audio visual needs
• VC Support – Support for Video conference rooms
• AV Support – Coordinate with Audio Visual equipment vendor for IMAC & Break fix
• Assist with constructing meeting content (PowerPoint, video stream, web-ex, external video conferencing, webcast, special audio delivery, polling, etc.) when requested by Authorized User
• Schedule, coordinate external vendor (ex. Web-ex) services in support of Authorized User events
• Support / arrange preventative maintenance checks from the local audio visual vendor
• Provide Authorized Users training and documentation on how to operate audio visual equipment
• Provide support services for all Internet Protocol television (IPTV) and display systems

• Coordinate with Client Printer Vendor for hardware break/fix support
• Facilitate Adds, Moves, Changes and End of Lease replacements of print devices

Competitive salary based on experience.

Please forward your CV to “[email protected]”.

Note: Successful candidate will be contacted within 7 days.