Under supervision and direction, perform routine field activities associated with installing, maintaining and servicing electronic products onsite. May include audio/visual systems in addition to multi-vendor systems, hardware, software and operating systems. Usually handles basic, non-complex products and/or problems, referring more complex problems to higher level technicians. Able to install and repair desktop products in a controlled environment and has some knowledge in software. Some peripheral skills may be applied. Workshop* work in PC cleansing and preparation, also asset and inventory of PC refresh and rollouts.
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Key Responsibilities and Outcomes
Role Purpose
The majority of the work activities of the Desktop Support / Workshop* role is performed in a more directed environment. Assignments range from repair activities, which include replaceable unit swapping, image loading, and unit testing using a detailed script. Some basic troubleshooting duties.
- Position handles NBD, Basic Desktop calls, installing and servicing PCs, and PC peripherals and/or electronic equipment
- Takes basic service calls and performs incident specific activities as directed by Help Desk, Service Desk or script
- May perform routine installs, moves, adds and changes as part of a directed team.
- Performs desktop image loading, unit diagnostics and replaceable unit swapping
- Runs diagnostics and performs module replacement on PCs, printers and peripherals
- Performs preventative maintenance activities on certain products
- Maintains a high degree of professionalism in actions, demeanour and dress
- Ensures customer satisfaction throughout.
- Investigate and resolve incidents
- Record quick (tap on shoulder) incidents
- Update clients on incidents
- Update incident records
- Escalate issues to TL’s and other managers
- Identify and escalate non supported hardware and software to TL’s
- Identify and escalate recurring issues
- Utilise Peregrin for knowledge management, to record incidents and to get tasks
- Update database with changes
- As directed by TL and SLC, perform maintenance tasks such as backup, disk sanitisation, installations, project tasks, network monitoring, restorations, network administration, cabling, installation and configuration of desktops, transferring of files
- Resolve incidents relating to desktops, laptops, PDA’s printers, starlight, desktop and laptop builds
- Installation of third party Defence applications
- Update asset database
- Ensure adheres to Defence security policies.
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