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)
Requirement
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 managers
