Desktop Support Engineer

Hello,

Greetings of the Day!!

We have an opening for Desktop Support Engineer

Experience- 3+ Years

Notice Period: Immediate

Location: Navi Mumbai

1. Service Desk Operations & Ticket Management

• Monitor and manage Service Desk tickets on a 24x7 basis, ensuring timely assignment to the appropriate support teams.
• Provide first-level support and resolve basic incidents and service requests.
• Monitor ticket queues, prioritize requests, and ensure resolution within defined SLA timelines.
• Escalate unresolved or complex issues to L2/L3 support teams, managed service providers, or vendors as per the escalation matrix.

2. Incident, Problem & SLA Management

• Manage incidents, service requests, and problem records in accordance with ITIL processes.
• Perform root cause analysis for recurring issues and maintain accurate problem records.
• Track service performance metrics and ensure compliance with agreed SLAs.
• Identify recurring issues and recommend process improvements to enhance service quality.

3. End-User & Technical Support

• Provide 24x7x365 technical support for desktops, laptops, mobile devices, and other end-user IT equipment.
• Troubleshoot hardware, software, operating system, and application-related issues.
• Provide L1 and L2 support for Windows-based systems and limited Mac environments.
• Coordinate with OEMs and vendors for hardware repairs and technical issues requiring specialized support.
• Ensure timely resolution or escalation of technical issues as per the defined escalation matrix.

4. Endpoint Security & Patch Management

• Manage antivirus installation, updates, and monitoring across endpoint devices.
• Coordinate and implement operating system and security patch updates.
• Monitor and ensure endpoint compliance with antivirus and Microsoft patch management policies.
• Support endpoint security initiatives and ensure devices adhere to organizational IT security standards.

5. Printer, Copier, Scanner & Clinical Device Support

• Provide technical support for printers, copiers, scanners, and related network-printing issues.
• Troubleshoot connectivity, configuration, and device-related problems.
• Support end-point clinical devices and coordinate with relevant technical teams or OEMs for issue resolution.

6. Network Support

• Provide basic network support, including LAN/WAN connectivity troubleshooting, Wi-Fi issues, and network access problems.
• Assist with basic network configurations and coordinate with infrastructure teams for complex network-related incidents.

7. Installation, Configuration & Maintenance

• Install, configure, upgrade, maintain, and troubleshoot hardware, software, operating systems, and end-user devices.
• Ensure optimal performance, availability, and reliability of IT equipment and peripherals.
• Support routine maintenance, upgrades, and repair activities.

8. Medical Device & Interface Support

• Support the integration and connectivity of medical devices with healthcare IT systems.
• Monitor and troubleshoot device connectivity and data transmission issues.
• Coordinate with Biomedical Engineering, vendors, and application support teams for incident resolution.
• Participate in testing, validation, and implementation activities for new medical devices and interfaces.

9. Mobile Device Management

• Support secure provisioning, configuration, and ongoing maintenance of mobile devices connected to the organization's network.
• Troubleshoot mobile device connectivity, access, and configuration-related issues.
• Ensure compliance with organizational mobile device security policies.

10. Meeting & Conference Room Infrastructure Support

• Manage and support meeting room and conference room IT infrastructure.
• Configure, maintain, and troubleshoot audio/video conferencing equipment and related software.
• Ensure the availability and smooth functioning of meeting room technology.

11. Project & Go-Live Support

• Provide IT support for workstation refreshes, departmental relocations, infrastructure deployments, and technology upgrades.
• Support implementations, optimizations, hospital expansion projects, and new facility openings.
• Assist with cutover activities, go-live support, and end-user readiness initiatives.

12. Reporting, Documentation & Asset Management

• Prepare regular operational reports covering ticket status, SLA performance, incidents, and service activities.
• Maintain technical documentation, SOPs, checklists, troubleshooting guides, and knowledge articles.
• Maintain accurate IT asset inventories and support storeroom inventory management.
• Ensure proper documentation of service records, configurations, and support procedures.

13. User Onboarding & Offboarding

• Execute IT onboarding and offboarding activities in accordance with established policies and procedures.
• Coordinate user account provisioning, access permissions, device allocation, and retrieval.
• Ensure timely completion of IT-related onboarding and offboarding activities.

14. Stakeholder Coordination & Collaboration

• Coordinate with end users, business owners, application owners, vendors, development teams, and technical support functions.
• Collaborate with Clinical Applications, Infrastructure, Biomedical Engineering, and other stakeholders to ensure smooth IT operations.
• Support configuration changes, testing activities, software releases, updates, and patch preparation.
• Contribute to application lifecycle planning and continuous service improvement initiatives.

15. Customer Service & User Training

• Maintain effective communication with end users to understand and resolve technical issues.
• Provide technical guidance and basic training on IT equipment, applications, and supported technologies.
• Maintain user-focused service delivery and ensure a positive end-user support experience.