p>* Troubleshooting and repairing hardware issues; * Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions;
* Preventative maintenance (e.g., lifecycle);
* Troubleshooting HW issues on end user devices;
* Proper utilization of ServiceNow;
* ServiceNow queue management and Ticket follow-up;
* Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
* Critical project support that involves hardware and/or high-touch user experience;
* Perform comprehensive site hardware asset inventory;
* Maintain consumable device inventory count;
* Conduct spare part and loaner pool management;
* Support IMACR/D requests;
* Engage OEM for warranty repairs and follow up on status;
* Escort OEM technicians onsite when needed.
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world.