1.Prepare a computer with basic configurations of Operative System, Drivers and Network
2. Install and configure Office 365 and basic Applications or Software according to Installation Guides
3. Identify basic Hardware or Electric Issues (as High CPU and/or RAM consumption or battery
damage)
4. Register and control of IT assets assignment
5. Diagnose a network failure and configuration through basic tools as ping, tracert, dns resolution
6. Support movements of computers from different source locations to destinations according to the
business and operation requirements
7. Ensure the documentation and closure of assigned tickets through the ITSM according to the IT
Request and Incident Management Procedures
Process 1
IT Asset Management: Prepare IT assets with basic configuration and ensure the labeling for
inventory and control. Assignment of IT assets to end users and register in the CMDB tool the
assignment according to the procedure and information required.
Process 2 IT Request Management: Attend requests through the ITSM tool ensuring the documentations, status changes, SLA compliance, and closure of tickets according to the information required by the procedure. Installing and configuring hardware and software: This includes setting up workstations, and other hardware, as well as installing and configuring software such as operating systems and applications..
Process 3
IT Incident Management:
- Providing support to users: This includes providing assistance to users who are
experiencing problems with systems, as well as training users on how to use new systems.
- Testing and maintaining systems: This includes testing systems to ensure they are working
properly, troubleshooting and resolving any issues that arise, and maintaining systems to
keep them running smoothly.
Process 4
IT Service Delivery Management:
- Collaborating with other IT professionals: This includes working with other IT professionals,
such as network administrators and software developers, to ensure that systems are
integrated and functioning properly.
Requirements
3 Year as,IT Support specialist/ /Help Desk Agent L2
IT Support Management, IT Incident Management, IT infrastructure Management
With Hardware parts of computers Windows 10 features Office 365 features OSI Model concepts experience
ITIL Firewalls Switches SD-WAN
