Responsibilities

Hardware Support – Perform technical diagnosis and coordinate with OEM vendors for repair of defective devices (desktops, laptops, workstations, mobile devices, tablets, meeting room equipment, printers, etc.).
Software Support – Diagnose and resolve issues related to operating systems (Windows 11) and standard desktop applications (Microsoft 365, etc.).
Infrastructure Coordination – Work with infrastructure teams to resolve network, server, or other backend issues affecting end-user operations.
Hardware & Software Changes – Support end-user device changes/refresh, system upgrades/migrations, and patch updates.
Asset Management – Manage end-user devices in line with defined processes.
Smart Hands Support – Provide onsite support for printers, network devices, meeting room equipment, and specialized/scientific devices.
Regular Checks – Perform routine inspections of IT room devices and meeting room equipment when required.
Deployment Services – Assist in large-scale deployment projects (asset auditing, discovery, project support, image integration, installations, user self-installations, migrations, and asset recovery) with full reporting and project tracking.
Inventory & Audit Compliance – Ensure accuracy of IT inventories and compliance with annual audit requirements by maintaining detailed records of hardware, software, equipment, consumables, and supplies, with proper asset tags and classification labels.
Procurement Management – Handle IT hardware/software procurement and manage requests through ERP systems (PR/PO, ETA, goods receipt, etc.).
Vendor Coordination – Act as the primary point of contact for vendors, maintaining communication to ensure timely delivery, issue resolution, and fulfillment of purchase agreements.
Daily IT Support – Provide day-to-day support, including preparing PCs for new hires/deployments, assisting with printer/copier setup, and supporting meeting room equipment.
Incident & Service Ticket Handling – Attend, respond to, and monitor incident/service tickets, assisting users with hardware/software issues and ensuring closure within SLA timelines.
IT Project Support – Manage and closely follow up on assigned IT project tasks to ensure timely, successful completion and positive user experience.
Ad Hoc Tasks – Perform additional IT-related duties as assigned by the manager.

Requirements

ITE/Diploma in IT or a related field, including 1 to 3 years of deskside support experience; prior experience in MNC environments and VIP support is an advantage
Familiarity with ServiceNow or similar ITSM tools is preferred.
Strong technical skills in deskside support with basic knowledge of IT infrastructure.
Excellent communication and coordination skills.
Strong organizational and time management skills with keen attention to detail.
A collaborative team player with a positive attitude, ability to multitask, and commitment to deliver quality service.
Self-motivated, quick to learn, and dedicated to continuous improvement and professional development.