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Desktop Support Engineer

Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Job Summary
  • Provide Deskside support at the agreed Customer Locations for those changes that cannot be implemented remotely and for those incidents and problems that cannot be resolved remotely.
  • For malfunctioning equipment that cannot be repaired at the Deskside, provide spare equipment from inventory on a swap basis.
  • Deploy standard build on the spare equipment and keep it ready in loan pool.
  • Ensure that where a failed device or old device is being refreshed and has to be exchanged, the replacement equipment is fully functioning and maintain the asset records in line with the changes made.

Key Responsibilities
  • Ensure any old equipment is disposed of complying with the WEEE directive.
  • Copy data from the existing device internal storage onto the internal storage of the replacement device and re-install appropriate applications for each device that replaces an existing device.
  • Maintain contracts / agreements with a 3rd party for equipment exchange.
  • Execute RMA (return material authorisation) and manage logistics / inventory.
  • Exchange equipment as a part an agreed refresh program.
  • Installation of desktops, laptops and peripherals for delivery of standard services. This will include the physical and logical configuration control of PCs.
  • Relocation of user PC (including associated peripheral devices) to new position.
  • Move Software from one device to another for the same user.
  • Addition of Hardware devices to user PC.

Job Requirements
  • Addition of Software modules, filters and/or drivers to installed products. Manual installation if required of applications Software in keeping with change control policies and procedures.
  • Prioritise VIP user calls at the Service Desk level. Through IVR calls would directly get diverted to remote support team.
  • Manage any Third Party Providers that provide and support EUS equipment and Software maintenance.
  • Assist in activities to plan, order, install, test and maintain all EUS devices that are used to provide the services.
  • Support for quarterly All staff update.
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