Requirements Receive call from service desk, L-1 Tech support & Executive support team. Provide Hardware break fix services for laptop & desktop. Provide hardware upgrade services for laptop & desktop. Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services. Provide desktop support, Provide LAN support (LAN admin support with touch services). Co-ordination with vendor, Co-ordinate with offshore and onsite tech support team. Identify and Share/ recommend new products (H/W & S/W) for evaluation. Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network. Provide assistance for antivirus management. Trouble ticket maintenance and Maintain file and print (Location specific). Conduct user awareness sessions / trainings to end users on new technologies. Publish local maintenance details, Assist for virus outbreak management / events (Offshore- Remote support). Site Inventory management and maintenance. Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports. Escalate the issues to management or next level as needed, Provide support for asset disposal services. Generate and provide weekly, monthly activity and other reports. Escalate and Coordinate with remote support team at offshore to get the user issues resolved. Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings. Implement the corrective/ preventive action identified. Co-ordination with the other support groups and Domains. Ensure that the policies and procedures set by Tech Mahindra are adhered to. Report the status to the higher management. Preferred Skills: Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage). Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note, MS project, MS Internet Explorer and other standard desktop applications. Experience on using basic troubleshooting tools I.e RDP. Excellent hands on experience in installation and troubleshooting desktop, Printers, Laptop and other computer peripherals hardware problem. Trouble shooting network issues, file issues with exposure to computer. Ability to co-ordinate with different internal support groups (Like Network, Messaging, Security and change management teams). Ability to physically move PCs on the floor and to the desks. Ability to communicate with the end users and executives (If needed). Ability to work as a team member with good team spirit. Good understanding about tried infrastructure support services in a managed services model. Experience in working with cross-functional teams (IT Service Management framework). Ability to effectively communicate with global teams for issue escalation and problem resolution. Driving experience with valid driver license, ability drive to customer location (as required) and ability to lift / move computer equipment. Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company. Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules, and priorities. Self-driven and resourceful to achieve goals independently as well as work well in groups