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Provide onsite and remote technical support to end users.
Troubleshoot hardware, software, network, and application issues.
Resolve incidents within agreed SLA timelines.
Handle service requests such as device setup, software installation, and user onboarding.
Install, configure, and deploy desktops, laptops, printers, and peripherals.
Perform preventive maintenance and health checks.
Upgrade and replace faulty hardware components.
Maintain accurate asset records.
Track hardware movement and lifecycle.
Coordinate warranty repairs and replacements.
Assist users with account access, password resets, and system usage.
Provide basic training and technical guidance.
Ensure high customer satisfaction.
Update tickets with troubleshooting steps and resolutions.
Create knowledge base articles and support documentation.
Maintain service reports and compliance records.
Work with Service Desk, Infrastructure, Network, and Application teams.
Escalate unresolved issues to higher support levels.
Coordinate with vendors for hardware repairs and replacements.
Follow company security policies and procedures.
Ensure devices comply with organizational standards.
Support audit and compliance activities when required.

Desktop Support at Test Triangle

Desktop Support