Lead Desktop Support Engineer

6 days ago

Singapore HCL SINGAPORE Full time

**Accountabilities**:

- Supervise and manage an IT desktop support team in a high-volume Shared Services unit to achieve operational outcomes.
- **Team leading experience mandatory**:

- Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow.
- Provide timely and effective advice, information, and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by stakeholders.

**Responsibilities**:

- Address user tickets regarding hardware, software, and networking
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Help create technical documentation and manuals

Requirements and skills
- Proven work experience as a Desktop Support Engineer, Technical Support Engineeror similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Customer-oriented attitude
- BSc in Computer Science or relevant field

**Salary**: $5,000.00 - $7,000.00 per month

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