Incident and request management
• Provide first level hardware support for the end user
Information Technology infrastructure
• Diagnosing reported problem
• Resolve the same as per the severity level assigned to it.
• Vendor escalations for in warranty / maintenance contract
support issues
• Resolving network connectivity problems at the client end
• Provide end-user network connectivity and configuration
support
• Resolve problems related to windows operating system
• Install operating system patches and upgrades through patch
management tool proposed
• Resolve user problems through remote control wherever
possible
• Installing standard software on the clients as per policies of
customer
• Performing any installations, move, add or change at the
client level based on agreed processes.
• Diagnosing and troubleshooting any virus problems that can
be fixed by the antivirus tool.
• Providing feedback on any new viruses detected.
• Provide support to mobile users
• Provide standard software support for end-users for
installation, configuration and troubleshooting.
• Standard software will include operating systems, driver
software, office productivity tools like Microsoft office, mail
messaging clients, other front-end applications used by the
Employer
• Provide an interface for user requests, such as new user
identities, address changes, routing requests, and password
changes.
• Advise the end user to take reasonable steps to backup
information, if possible, prior to attempting to effect a
resolution either by phone or hands-on during desk side
support service
• Assist end users on ‘how to’ and usage questions with office automation, email and similar other applications.
• Guide and direct users to relevant desk/department/individuals in case support required is not
under scope of deliverables by the service provider.
• Service provider will make effort to educate end users on use of service desk facility to the maximum possible.
• Provide basic training of end users for usage of helpdesk tool for reporting problem etc.
• Installation of desktop machines, standard software, printers, scanners, servers, peripheral equipment and network- attached peripheral equipment which form part of the existing baseline (new equipment will be procured along with installation services for the first time till it is accepted by the Employer. After installation and acceptance by the Employer same will come under purview of services provided by the service provider). Consultant will also help the Employer in carrying out acceptance of hardware as per terms & conditions of respective purchase order.
• Physical movement of desktop machines, servers, peripheral
equipment and network-attached peripheral equipment from
desk to desk or floor to floor will be direct responsibility of the
service provider.
• Installation of additional hardware or software on desktop
machines and servers after initial delivery (e.g. additional
RAM, CD ROM drive, sound card, etc.).
• Upgrade to or modification of existing hardware or software
on desktop machines and servers (e.g. upgrade 1GB RAM to
2GB RAM, 80GB hard disk drive to 160GB, OS upgrade
etc.).
https://www.naukrigulf.com/helpdesk-support-engineer-with-hp-sm-experience-for-a-govt-org-jobs-in-abu-dhabi-uae-in-teknip-staffing-and-recruitment-services-10-to-16-years-jid-270420000031
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