Primary Purpose
This position provides 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.
Responsibilities
• Strong in troubleshooting End user support, Performed Desktop Support services to users, Strong in troubleshooting via email, Phone , End user support, Performed Support services to end 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)
Desktop Engineer
Strong in troubleshooting , End user support, Performed Support services to end users
Strong in troubleshooting the Pcs, Laptops, Printers, Desktop, Perform troubleshooting for client platform related problems
• Support Windows OS, office software, and other Desktop Related Software & Hardware
• Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated
• Liaise with support vendors for maintenance, support or issues resolution
• Monitor the agreed service level, document & maintain the configuration of the systems Involve in client platform implementation/upgrade project
• Any ad-hoc duties assigned / required.
