As a Desktop Support Engineer, you will provide the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards and timely manner.
The broad area of your job responsibilities will cover thefollowing:
- Perform Desktop Support services to users which 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)
- Any ad hoc task as assigned that is relevant to this role.
Ideal candidate should possess the following:
- Min. ITE/Diploma graduate with 1 year experience in desktop support
- Min. 1 year experience in Microsoft Windows 10 and Microsoft Office 365
- Possess at least one (1) of the following certifications or their equivalent: CompTIAA+
- CompTIA Security+
- CompTIA Network+
- Microsoft Certified: Windows Client and
- Microsoft Certified: Managing Modern Desktops.
- Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
- Demonstrate knowledge in the support of workstations, and related components
- Good verbal and written communication skills
- Good coordination skills
- Ability to prioritize effectively and work with a sense of urgency
- Effectively communicates with teammates and manager
