OS Deployment & Configuration:Core proficiency in installing, updating, and managingWindows (7, 10, 11) environments, with basic familiarity with Linux or macOS.
Software Troubleshooting: Installing and configuring productivity tools (e.g., Microsoft 365, internal database applications) and repairing corrupted software paths or drivers.
Endpoint Security: Basic implementation of cybersecurity hygiene, including virus/malware removal, firewall configuration, and applying security patches.
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Compliance Assurance: Execute regular reviews and audits of software installations and usage data against license entitlements to ensure continuous legal compliance with vendor agreements.
License Optimization: Analyse software usage metrics to identify unused or underutilized licenses and recommend strategies (e.g., license harvesting, reclamation) for cost reduction and optimization.
Vendor Management Support: Assist the senior analyst for provider audits and contract renewals by providing detailed, data-driven entitlement and usage reports.
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Compliance Assurance: Lead regular reviews and audits of software installations and usage data against license entitlements to ensure continuous legal compliance with vendor agreements.
License Optimization: Analyze software usage metrics to identify unused or underutilized licenses and recommend strategies (e.g., license harvesting, reclamation) for cost reduction and optimization.
Vendor Management Support: Assist the ITAM Lead for provider audits, contract renewals, and negotiation strategy by providing detailed, data-driven entitlement and usage reports.
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• Respond to customer inquiries and provide technical support within Service Level Agreements (SLAs) via various communication channels. (Level 1 Support)
• Handles more complex technical issues, whether on-site or in-house, that cannot be resolved at the initial resolution attempts. These issues may require deeper troubleshooting, root cause analysis, and specialized knowledge for resolution, which may also involve in-house repair or coordination with OEM/suppliers. (Level 2/3 Support)
• Collaborate with cross-functional teams to escalate and resolve difficult issues.
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