Role Description:
Receive new desktop orders and provide MACI (Move | Allocate | Change and Install) services
Co-ordination with vendor
Co-ordinate with offshore and onsite tech support team
Site Inventory management and maintenance
Assist Stock Room management activities (Allocations | Disposals | leavers | Ticket Mgmt. etc.)
Enterprise Mobility (Asset Mgmt. | compliance activities | Ticket Mgmt. etc)
Mailbox Management
Attend weekly Monthly review meetings with onsite and offshore team and Generate and provide weekly monthly activity reports
Coordination with Vendor related stakeholders
Attend regular trainings and learn new technologies as required and conducted by the employer
Adhere to policies of the Employer. (Ex. Timesheet Mandatory trainings etc.)
Escalate the issues to management or next level as needed
Provide support for asset disposal services
Generate and provide weekly | monthly activity and other reports
Escalate and Coordinate with remote support team at offshore to get the user issues resolved
Identify and implement best practices | service improvements and transformation opportunities and share the same to global team
Participate in informal team meetings | client meetings | internal Operations meetings and Quality review meetings
Flexible to be cross skilled for different roles in OSS
Extended support off Business hours if applicable
Implement the corrective preventive action identified
Co-ordination with the other support groups and Domains
Discuss management of risks in advance with the Domain Leads
Ensure that the policies and procedures set by TCS are adhered to
Escalating to higher management whenever required
Report the status to the higher management
Documentation on knowledge articles
Other duties may be assigned to meet business needs
Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)
Excellent experience in installation and troubleshooting MS office | Adobe Acrobat | MS Internet Explorer and other standard desktop applications
Very good hands on experience on Service management tools
Good knowledge and implementation skill on Enterprise desktop security and end point protection and management
Exposure on mobility Support
Excellent hands on experience in installation and troubleshooting desktop | smart card Installations | Handle User account issues | responsible to provide Remote Access Setup support | responsible for JML setup and process knowledge
SNOW requests advise for pc accessories to Users
Creation | administration and resolution of SNOW call incident tickets
New Corporate mobile initial setup | Other mobile issues (Supported by Shell)
Excellent communication | data management and documentation skills are mandatory
Ability to physically move PCs on the floor and to the desks
Ability to communicate with the end users and executives (If needed)
Ability to work as a team member with good team spirit
Good understanding about tiered infrastructure |
