As a Senior Desktop Engineer, the broad area of your job responsibilities will cover the following:
Ability to guide the team and resolve incident escalated by Desktop Support Assistant 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 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)
Ideal candidate should possess the following:
Min 3 years’ Service Desk front and back-office experience with experience in leading a team
AV equipment experiences will be a plus
Experience in managing virtual team
Strong people management and leadership skills
Strong analytical and project management skills
