Onsite Desktop Support Services

Incident Management

• Monitor incidents using -approved tools.

• Take ownership of incidents logged through the ticketing platform.

• Respond within agreed SLA requirements.

• Troubleshoot and resolve desktop, laptop, printer, mobile device, and peripheral issues.

• Escalate unresolved issues to the appropriate support teams.

• Coordinate with OEMs and third-party vendors for hardware support.

• Perform root cause analysis where required.

• Provide monthly incident reporting.

Request Management

• Manage user service requests through the approved ticketing system.

• Handle Moves, Adds, Changes, and Decommissions (MACD).

• Install, configure, and support approved software and hardware.

• Update users regarding request status.

• Escalate requests outside End User Support scope.

• Submit monthly reporting.

Change Management

• Support implementation of approved IT changes.

• Maintain and update Configuration Management Database (CMDB).

• Communicate change status to stakeholders.

• Escalate non-End User Services related changes where necessary.

• Submit monthly reports.

Asset Management

• Manage IT assets including desktops, laptops, printers, mobile phones, and accessories.

• Maintain accurate asset records.

• Manage asset lifecycle activities including:

o Asset issuance and return

o Asset tracking

o Data sanitization and disposal

o End-of-lease coordination

o New equipment requisition support

• Coordinate with Procurement and Finance on asset-related activities.

• Conduct periodic asset audits and reporting.

Vulnerability Management

• Monitor endpoint compliance and security status.

Classification: Internal Use

• Remediate non-compliant devices.

• Remove or upgrade end-of-life software and operating systems.

• Support endpoint protection initiatives.

• Decommission obsolete IT assets.

• Provide monthly compliance reporting.

Capacity Management

• Conduct proactive capacity planning.

• Identify capacity constraints and risks.

• Perform trend analysis.

• Develop mitigation and contingency plans.

• Maintain backup resource planning.

• Submit monthly reports.

Problem Management

• Identify and record recurring issues.

• Conduct trend and root cause analysis.

• Develop permanent fixes and workarounds.

• Coordinate with support teams and vendors.

• Track and report problem resolution activities.

Continuous Service Improvement

• Identify service improvement opportunities.

• Review operational performance metrics.

• Implement approved improvement initiatives.

• Support internal and external audit requirements.

• Improve service quality and cost effectiveness.

• Provide recommendations for optimization.

Skills

Change Request Management, Issue Escalation, decommission of systems, Report Preparation, resolve incident tickets, laptop systems, Printers, Root Cause Analysis, Ticketing Systems, incident management tool, Configuration Control, SLA adherence, Hardware and Software Support, Mobile Devices, Reporting, Liaison With End-Users