Hardware & Software Management Monitor the successful operation of all workstations by providing technical expertise and detailed analysis. Monitoring CPU, memory and hard disk utilization. L2 troubleshooting for all software & hardware problems using remote capture tools. Monitoring the event viewer and generating reports Endpoint Security Native & third- party antivirus management. Troubleshoot update issues. Execute remediation (as per advisory) incase of threat. Monitor using AV console(server/ database) as defined in SOP Client Applications: Install, Configure and troubleshoot client applications independently. Support script development, creation, updation and maintenance of applications KPIs: Customer 1 client appreciation per quarter Zero escalations in a year. Customer facing SIP per year Process 100% achievement of response & resolution SLAs. 100% compliance to service management processes Contribution to AIDR reduction as per program goals & objective Technology Atleast one emerging technology training/ year. Atleast one technology certification/ year. Atleast 1 structured automation initiative participation/ quarter.