Desktop Support

End-User Hardware Support (Primary Responsibility)

• Desktop / Laptop basic troubleshooting
• OS boot issues, slowness, hanging issues
• Peripheral support:
• Keyboard / Mouse / Monitor
• Printer support:
• Toner replacement
• Paper jams
• Basic configuration / connectivity
• Asset verification & basic health checks
• Hardware Desktop/ Laptop Part Replacement, Assembling and configuration.

2. Printer Support

• Install & configure printers (USB / Network)
• Troubleshoot:  
• Printing issues / no output
• Driver issues
• Spooler errors
• Coordinate with vendor for:
• Hardware faults
• Consumables (toner/cartridge)
• Maintain printer status (working / down)

3. Network Level?1 Support

• Basic network troubleshooting:
• LAN connectivity issues
• IP configuration issues
• Network port checking
• Check:
• Switch port status (LED / basic connectivity)
• Cable issues / LAN patching
• Wireless (basic):
• Wi-Fi connectivity issues
• Escalate to L2 for:
• Router / firewall / WAN issues

4. ITSM Tickets Handling

• Acknowledge tickets within SLA
• Perform first-level diagnosis
• Resolve basic issues within defined TAT
• Update ticket with:
• Issue details
• Action taken
• Closure remarks
• Proper categorization & tagging of tickets

5. Asset Management

• Asset installation & handover
• Asset tagging & verification
• Support in:
• Asset movement
• Asset mapping / remapping
• Maintain asset health status

6. Basic IT Compliance Support

• Ensure systems are:
• Domain joined
• Antivirus active
• Check compliance tools (basic level):
• CrowdStrike / Trellix agent running
• Report non-compliant systems

7. User Coordination & Support

• Provide on-call / desk-side support
• Communicate resolution status to users
• Collect issue details properly before action

8. Vendor Coordination (Basic)

• Log calls with OEM/vendor
• Follow-up for:
• Spare parts
• Engineer visit
• Share required details:
• Serial number
• Issue description

9. Escalation Handling

• Identify:  
• Non-resolvable issues
• Repeat incidents
• Escalate to:
• L2 Engineer
• Vendor support
• Highlight SLA breach risk

10. Reporting & Documentation

• Daily ticket tracking
• Maintain:  
• Pending / resolved tickets
• Downtime details
• Share updates to TL/Manager