Acting as the first point of contacts for tickets logged. Conduct routing of tickets to correct parties. Manage and resolve issues pertaining to client laptops.
Technical Support & Troubleshooting:
Provide timely and accurate support for hardware and software issues on client laptops.
Diagnose, troubleshoot, and resolve laptop-related problems such as operating system malfunctions, application crashes, connectivity issues, and peripheral device problems.
Escalate unresolved issues to higher-level support when necessary.
Laptop Configuration & Setup:
Install, configure, and upgrade software, drivers, and essential tools on laptops.
Manage user accounts and permissions according to company policies.
Ensure all laptops are regularly updated with the latest security patches and antivirus updates.
Issue Resolution & Ticket Management:
Respond to user-reported issues via email, phone, or helpdesk system.
Track and manage support requests using a ticketing system, ensuring prompt resolution of issues within agreed SLAs.
Document issue resolution steps and provide feedback to users.
Inventory Management & Asset Tracking:
Maintain accurate records of laptop inventories, including software licenses and hardware components.
Coordinate laptop replacements and upgrades when required, managing the lifecycle of company-issued devices.
Internal ref: 9168
Regards,
Lini
Recruitment Consultant
R22108463
