desktop engineer

Responsibilities

. Ability to guide the team and resolve incident escalated by Desktop Support Engineers in confirming the validity of the problem and seeking and researching for known solutions related to these more complex issues.

. Performed Desktop Support services to users

. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.

. Perform imaging/re-imaging

. Perform asset inventories

. Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)

. Updates Incident records

. Creates and updates work instructions (where necessary)

. Document standards and procedures (where necessary)