GAGANDEEP SINGH

Working as a Desktop Engineer involves daily roles and responsibilities which are mentioned below :

• Imaging and Re-imaging laptops and desktops when and wherever required. Imaging Methods (USB, PXE boot, Windows Auto Pilot)
• IMAC(Install,Move,Add Change as part of Service request management.
• Creating Azure Virtual Machines as per business needs to support Cost-effective and pay-as-you-go services by Azure.
• Deploying iOS and Android Devices as part of Mobile Device Management through Intune and conducting device checks to ensure they are compliant.
• Supporting Executive leaders by ensuring that meeting rooms are up and running through Teams Administrator and checking Crestron Devices.
• Following Incident Management and Service request management throughout to meet on agreed SLAs Defined by customer.
• Maintaining IT Asset inventory to check new devices Retiring and disposal of old assets
• Working as a L2 team for the service desk to support onsite employees of Altagas.
• Currently working on Windows 11 Migration project.

• Managing desktop services (hardware, software, connectivity) incidents through resolution
• Managing IMAC (Install, Move, Add, Change)
• Management of hard and soft break-fix services for laptops and desktops
• Providing standard and approved hardware and software (operating systems and standard Office applications) support and maintenance on Desktop (Field Users) devices for their entire lifecycle including the remote management of desktop devices using appropriate tools
• Supporting Managing, Optimizing and Maintaining the configuration and installation of the desktop, including, but not limited to, patch updates, hardware replacements, and spares
• Analyzing service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirement and automation
• Ensure that each desktop device is installed with the appropriate desktop image if required do reimage
• Monitor security profiles and anti-virus software on all desktop devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable.

• Addressing and troubleshooting incidents and Tasks (L2) related to end-user query as part of incident management
• Distribution of incoming incidents to team resources as well as other resolver groups (Catch & Dispatch) being a Queue Manager
• Ensured quick workup and resolution of priority incidents by the other teams
• Assisting with emails on phone as part of MDM and making sure that emails and calendars are updated for SBD employees
• Handling account lockout cases by checking logs from secure works and communicating with the active directory team
• Provisioning of O365 license and other MS Office access
• Deletion and addition of employees on shared mailboxes via Exchange Admin Centre
• Guiding and raising a service request for the end-user by providing any access or software installation remotely
• Closely working with SBD VIP employees so that on-time resolution is given without hampering SLA.

• Handling technical queries of Bombardier's internal employees under the project Bombardier Aerospace and Bombardier Transportation.
• Working as Service desk Analyst.

• Remotely resolving issues for Amex internal Employees.
• L1 support through chat.
• Incident management, managing tickets related to the end-user query as per the given SLA (Practices of ITIL).