Support validated and corrected delivery addresses, accommodated delivery windows and alternate recipients, and re‑scheduled or re‑sent shipments when carriers returned, lost or misdelivered items. Carrier tracking and delivery confirmations were recorded and cross‑checked between SmS, imm Inventory and Inventory360; missing or incorrect tracking IDs were obtained from suppliers or escalated to distributors/carriers. Procurement and approvals were processed through Automation‑for‑Jira and Workday; support reconciled cost‑center and approver mismatches, cancelled duplicate requisitions, requested substitute approvers, created purchase orders or ad‑hoc buys to complete fulfillment, and re‑triggered supplier notifications when Workday processing glitches occurred. Incorrect ticket types that triggered onboarding automation were redirected to the normal Hardware Request flow and staff were advised not to use onboarding‑only ticket types for current employees; business justification was documented when approvers requested it and approver requirements were recorded in tickets when approvers changed. Inventory checks cross‑referenced SmS, imm Inventory and Inventory360 and included physical audits when counts or assignments were unclear; returned or held items were located in office stock, inventory statuses were updated, and users were notified with pickup instructions when local collection was requested. Support documented instances where tickets were closed while hardware remained assigned or where accessory fulfillment (for example dual monitor arms) was not recorded, and those statuses were noted for manual reconciliation or re‑initiation. Mixed stock variants (USB‑C vs DP/HDMI) were documented, existing docking hardware and available ports were confirmed prior to ordering, and required cables or adapters were packaged with shipments or sourced when missing. When requested SKUs were unavailable procurement proposed equivalent corporate models, allocated regional spare stock, reallocated colleague devices temporarily, or coordinated bulk procurement and logistics for multi‑unit ergonomic requests (for example multiple height‑adjustable monitors for reception). Standard monitor models and service tags/serials were recorded when items were dispatched and shipment tracking or serial corrections were added to tickets when obtained. Shipping problems (misdeliveries to neighbours, refused deliveries, customs/clearance errors) were remediated by redirecting shipments, advising users about customs charges and Workday expense reimbursement where appropriate, and arranging alternative pickup/drop‑off points for restricted regions. Defective, faulty or physically damaged monitors (no‑power/unresponsive, persistent black shadows, intermittent black screens, flicker/lines/grey haze, pink/rose tint, horizontal bars, dark edge stripes, cracked panels) were replaced from spare/regional stock or processed via vendor warranty/RMA; exchanges were initiated through approved suppliers or users were directed to vendor on‑site service using service tags/serials. For suspected physical damage support requested photos and technicians confirmed visible fractures or packaging defects before sourcing replacements; packaging and refurbishing defects were documented with serial numbers when contacting distributors. Faulty units were returned using supplied RMA/vendor return labels and portals and return‑shipping labels were provided where applicable; vendor portal/browser incompatibilities were recorded and alternative disposal/drop‑off options were arranged when vendors could not collect irreparably broken devices regionally. Physical inspections of storage locations and pickup sites were performed when items could not be found and replacements were issued when pickups revealed serial mismatches or prior removal. To mitigate asset‑retention risk, support enforced SmartSupport asset‑return processes, coordinated collective pickups or bundled return handling for group orders, and clarified regional pickup constraints (warehouse vs postal options). For AV and digital‑signage requests support procured TVs, mounts, trolleys and signage players, coordinated delivery and vendor mounting, instructed vendors to handle old‑device collection when requested, assigned local campus contacts and reconciled vendor invoices. Denials under the one‑monitor entitlement were recorded as “won’t do” and users were informed that additional or larger monitors required cost‑center funding and approver justification; when full approval could not be obtained support sometimes fulfilled peripheral needs (for example wired keyboards or replacement webcams) as a partial solution. Pricing, entitlement and approval practices were observed and noted (for example portable 14" monitors cost similar to 27" models and team‑leader approval was accepted for standard additional‑monitor requests while excess costs were charged to the user’s cost center).

Most external‑display incidents traced to cabling, port/hardware faults, compatibility or driver/firmware state and were resolved by targeted hardware swaps and state changes. Technicians replaced damaged or missing HDMI/DP/USB‑C leads, substituted shorter or higher‑signal‑quality HDMI runs where loss over long runs was suspected, reseated and secured connectors and ensured retention latches engaged. USB‑C cases that provided power but no video commonly involved non‑DisplayPort Alt‑Mode ports, non‑Alt‑Mode cables, misidentified integrated hubs, missing upstream monitor connections, or required vendor drivers; technicians tested alternate laptop and monitor USB‑C ports and alternate cable types (HDMI/DP) and noted that some portable USB monitors required vendor drivers and administrative rights. Dock and DP‑MST faults were isolated by direct‑connecting monitors to hosts, switching ports (including enabling monitors’ DP‑out), and replacing defective docks or ports when hardware limits were reached. Reduced maximum resolution, OS‑detected but blank displays, or incompatibility with newer hosts were resolved in several cases by swapping cables/ports and by updating or rolling back graphics drivers, BIOS and dock/monitor firmware using vendor tools (for example Dell Command Update/Center, Lenovo System Update, epmadmintool); a driver rollback restored external displays after at least one recent update. GPU/output reactivation (for example re‑enabling a disabled graphics device in Device Manager) restored video when outputs had been disabled after freezes or crashes. Power‑subsystem faults were resolved by power‑cycling/unplugging, pinhole emergency resets, replacing failed power supplies, or restoring wall/outlet power; in some laptops connecting the AC charger in addition to a USB‑C monitor cable restored video when the port only supplied power. Wireless‑presentation and signage workflows were restored by reconnecting HDMI, selecting the correct input/source, power‑cycling displays or players, installing vendor clients (for example EzCast Pro) and restoring network reachability so playlists could render; stale signage content was referred to content teams for cache investigation. Ultrawide/curved monitor behaviour was specifically observed on a Samsung C49G95TSSR: the panel rendered the desktop centered with large black bars until the monitor OSD’s Screen Size/aspect setting was corrected (setting Screen Size to “Auto” and ensuring the PC output matched the panel’s native resolution restored full usable image; selecting an explicit “Wide” OSD option produced distorted output in that case). Diagnostics that isolated faults included direct‑connecting the monitor to the notebook to separate dock vs monitor faults, testing with different laptops and adapters, swapping cables and ports, temporarily disabling the built‑in screen, comparing to known‑good reference monitors, and checking Device Manager for disabled graphics devices. Persistent or intermittent failures were treated as internal contact, dock or monitor hardware faults and escalated to vendors or replaced; consumer‑grade TV panels with irreversible image defects were retired. Reported electric‑shock incidents were inspected and tested by technicians; no shock was reproduced in the documented case and affected units were photographed and function‑tested. Several troubleshooting attempts were blocked by lack of administrative rights to install vendor management (for example Dell Display Manager), which prevented applying vendor updates in those cases.

Technicians sourced approved standard hardware from inventory and fully commissioned desktop monitors (including Dell P2723DE 27" USB‑C integrated‑dock units), docking stations, keyboards, mice and wired USB peripherals; full workstations were assembled, tested and photographed for delivery records. Single‑ and dual‑monitor setups were mounted and connected; missing or damaged monitor feet were identified and replacement parts ordered or obtained; unsuitable monitor arms were replaced with fully adjustable models and height/tilt/swivel/pivot adjustability was verified. For Dell P2723DE units technicians confirmed the integrated stand lacked a separate locking mechanism and that height was adjusted by pushing/pulling the panel and orientation by rotating the panel, guidance cross‑checked with the Dell user guide. Cable runs and multi‑socket power strips were routed and secured into desk cable channels or to desk frames and tidied to remove trip hazards; legacy docking stations and laptops were reclaimed into inventory. Where local IT staff were unavailable, on‑site support, shipping coordination, Deskbird booking updates and packaging disposal with Real Estate were arranged. On‑site AV inspections identified wall‑mounted TVs/monitors that needed screw retightening or repositioning; facilities sometimes declined work for liability reasons and vendor quotes (Euronics) were obtained for required devices, mounts and relocations including projectors, 75"/85" units and rolling‑cart monitors. Vendors occasionally required explicit device specifications (size and manufacturer) before scheduling relocations; technicians obtained those details from requesters, placed service orders with vendors, and passed specifications to vendors for scheduling and execution. Disputes over vendor‑installed TVs mounted at unsatisfactory heights were escalated to building caretakers or handled via quoted paid adjustments when vendors declined free remounts. For ad hoc consumer monitor requests (for example student‑lounge displays) technicians assessed suitability and procurement ownership: consumer TVs were flagged as potentially unsuitable for continuous infoscreen use due to burn‑in/image‑retention risk and higher lifetime cost, so commercial infoscreens matching existing site standards (for example selecting 65" rather than a 75" consumer TV) were recommended and ordered as appropriate; procurement responsibility for TVs at new sites was clarified with Real Estate and orders/delivery/installation were coordinated with requesters (examples: Braunschweig 75" infoscreen ordered via Real Estate; Potsdam lounge 65" infoscreen ordered 2024‑06‑19). All procurement, facilities/vendor coordination, approval notes and asset relocation instructions were recorded in ticket notes and photographic records.

Approval workflows were executed through Jira Service Management and Automation for Jira with cost-center approvers; purchase orders were created and suppliers engaged for procurement (purchase orders were used where applicable). Monitors with integrated docking or USB-hubs were ordered and shipped to the requester’s specified delivery address (including private/home addresses); suppliers provided shipment and tracking information and users were notified once packages were dispatched. In reported compatibility cases—commonly Windows 11 on Dell hardware—providing a monitor with integrated docking/USB-hub resolved detection and incompatibility symptoms and users confirmed external displays worked after connection. Additional peripherals requested for onboarding or remote workers (keyboards — US layout when requested, webcams, trackpads, mice, wireless headsets) were ordered alongside the monitor and shipped to the requested address. Non-standard/special-order monitors (for example a 34" Dell U3425WE with USB-hub) were treated as special orders with different cost allocation: standard 27" monitors were charged to the IT cost center while larger/special-order displays were charged to the requester’s/department cost center; price differences were communicated to requesters (example prices: 27" ≈ €230, 34" ≈ €645) and requesters sometimes cancelled after seeing the cost allocation.

Incidents were resolved by addressing physical faults, isolating or restoring power, repairing or replacing AV and network cabling, and escalating failed hardware for vendor service or replacement. Technicians reattached undamaged monitor arms/stands, reconnected IEC mains and HDMI leads, tested all HDMI ports and replaced suspect cables with tested spares, and set the correct input/source after relocations. Displays with damaged controls, visibly damaged screens, failed internal hardware, or audible electrical noise were removed from service (unplugged) and tracked for vendor replacement or external repair; replacements were swapped from tested spare units when available and procured from vendor partners (examples: local vendors such as Euronics) when necessary, with costs charged to the requesting cost centers and deliveries coordinated to site. Intermittent failures that could not be reproduced or repaired onsite after port/cable testing were escalated to external service providers or vendors; in some cases devices recovered spontaneously and pending procurement orders were canceled. When serial numbers were not accessible because units were mounted close to the wall, staff requested photos of model/serial stickers or recorded identifiers after unmounting to support warranty/ordering. Nearby networked printers that lost connectivity had power‑cycled and the Windows print‑spooler cleared to restore printing. Some non-technical building/facility issues were referred to Real Estate for further handling.