End User Support<\/span><\/b>
<\/p> <\/span><\/b>
<\/p>- Provide first\-level (L1) support\n for hardware, software, operating systems, printers, scanners, and\n peripheral devices.<\/span>
<\/li>- Log, categorize, prioritize,\n track, and resolve incidents and service requests through the ticketing\n system.<\/span>
<\/li>- Perform basic troubleshooting for\n desktops, laptops, applications, email, Teams, VPN, Wi\-Fi, and network\n connectivity issues.<\/span>
<\/li>- Escalate unresolved issues to the\n IT Infrastructure SME as per the defined escalation process.<\/span>
<\/li><\/ul>Endpoint Management<\/span><\/b>
<\/p> <\/span><\/b>
<\/p>- Provision and configure laptops,\n desktops, and peripherals.<\/span>
<\/li>- Perform software installation,\n updates, and standard configuration activities.<\/span>
<\/li>- Assist with patch deployment and\n endpoint compliance activities.<\/span>
<\/li>- Maintain endpoint inventory and\n asset records.<\/span>
<\/li><\/ul>Identity & Access Management<\/span><\/b>
<\/p> <\/span><\/b>
<\/p>- Create, modify, and disable user\n accounts as approved.<\/span>
<\/li>- Support password resets, MFA\n enrollment, and user onboarding/offboarding activities.<\/span>
<\/li>- Execute Joiner, Mover, and Leaver\n (JML) activities as per approved procedures.<\/span>
<\/li><\/ul>Collaboration & Communication\nSupport<\/span><\/b>
<\/p> <\/span><\/b>
<\/p>- Support Microsoft Outlook, Teams,\n OneDrive, SharePoint, Zoom, and other collaboration tools.<\/span>
<\/li>- Assist users with mailbox access,\n shared folders, distribution lists, and conferencing issues.<\/span>
<\/li><\/ul>Operational Activities<\/span><\/b>
<\/p> <\/span><\/b>
<\/p>- Perform daily health checks of\n endpoints and critical services.<\/span>
<\/li>- Coordinate with vendors for\n hardware replacements and support calls.<\/span>
<\/li>- Support IT asset audits and\n inventory verification.<\/span>
<\/li>- Maintain documentation related to\n tickets, installations, and user support activities.<\/span>
<\/li><\/ul>Reporting<\/span><\/b>
<\/p> <\/span><\/b>
<\/p>- Update ticket status and maintain\n SLA compliance.<\/span>
<\/li>- Provide inputs for monthly service\n reports and operational reviews.<\/span>
<\/li><\/ul>
<\/div><\/span>
