Desktop Support Engineer

Responsibilities:

• Assess VIP or general user requirement and escalate VIP issues for quick resolution
• Work with service delivery to remediate and escalate internally any VIP tickets/incidents
• Prioritize VIP tickets/incidents over general user incidents/tickets
• Address user concerns regarding hardware, software and networking basis the documentation and other material provided by Client for their existing systems and applications
• Guide users with simple, step-by-step instructions
• Perform handovers and collection of devices and perform onboarding and de boarding activities at the time of handover basis the checklist provided by client
• Conduct remote and VIP troubleshooting
• Diagnose technical issues and solutions in logs
• Follow up with clients to ensure their systems are functional
• Help create and update technical documentation and manuals
• Provide Client with customer/ client experience in accordance with the service levels as agreed in this SOW
• Perform administrative support duties as required to meet specific operational objectives
• Provide assistance and support to colleagues in IT-related matters
• Set up and configure new laptops and desktops and ensure other account provisioning activities prior to end user device handover
• Coordinate with vendor and ensure repairs are processed
• Own incidents involving DaaS devices & maintain end to end tracking
• Create and maintain concise documentation to lower the possibility of a repeat problem and Educate user so they can troubleshoot issue by itself and maintain within time frame
• Call logging, allocation, status updating in the IT helpdesk software and follow existing customers ITSM
• Ensure customer satisfaction by responding to open tickets within the SLA
• Possess reasonable knowledge on troubleshooting of Windows related issues
• Attending the day-to-day calls and ensure closure in reasonable timeframes.
• Creation and Management of User profiles

Requirements

• Possess at least Diploma in IT or equivalent
• Minimum 2 years of end user experience is required
• Good communications skills