Desktop support of Google
Level 1 Desktop support—Tasks and Responsibilities
(a)
Support access to corporate network/wireless and application both on the network as well as through remote VPN access.
(b)
Manage user accounts and password
(c)
Manage ticket queue requests as required to include simple and complex issues.
(d)
Windows, office, mail client, and software support for software included in the Standard Google Software image.
(e)
Back up/restore user data
1、
Confirm back up software is installed on all Google computers. The user is responsible for backing up his/her own data to a file server.
2、
The engineer will need to help with retrieving data from the hard drive, using Google software tools will need to restore the data and confirm with the user that he/she has the right data.
(f)
Virus, spyware and adware check and cleanup.
(g)
Basic troubleshooting of software and hardware issues.
(h)
Maintain physical presence at designated service locations to support walk in end users for technical issues and answer phone calls from the end users during office hours. Create corresponding tickets in Google Ticketing System for the requests.
(i)
Monitor, update and maintain tickets in queue in Remedy
1、
Respond to tickets, contact users and plan workload.
2、
Update ticket with the latest status.
3、
Escalate the ticket to the correct group if the incident cannot be resolved.
4、
Sign-off closed tickets with the user.
5、
Close tickets that have been resolved.
6、
Identify, monitor and where possible, resolve issues during emergency outages.
7、
Work closely with local Google field technician.
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