Desktop Support Engineer
2 weeks ago
Manage the IT Support and staff to provide 1st level technical support;
Primarily responsible as main coordinator and lead engineer for the refresh/ upgrade of Windows 10/ 11 desktop and laptops bank wide.
Answering support queries via the telephone, emails using remote desktop tools or should the need arise attendance to users place of work.
Act as a further escalation point for unresolved or escalated cases.
Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
Report to SD managers on any issue that could significantly impact the business
Take overall responsibility for incident management and request fulfilment (if any).
Ensure staff take ownership of user problems and be proactive when dealing with user issues.
Ensure all calls and emails are logged in the Service Desk logging system.
To have a minimum of 3-year end-user support experience, desktop or technical service desk.
To have the in-depth technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
Microsoft Office
SD
Service Management
Outsourcing
Active Directory
Administration
Logging
Windows Operating Systems
Service Desk
Windows
ITIL
Customer Service
Incident Management
Technical Support
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