Desktop Support Engineer

Job Description

1. JOB ScopeThe Desktop Engineer is responsible for ensuring that incidents and requests for IT Service are resolved with high quality and in a timely manner. The job also involves installation, configuration and maintenance of end user hardware, smartphones (iphones, Blackberry), WIFI network, operating systems, MS Office, Exchange, and package software.The Desktop Engineer reports to Assistant Manager, Desktop Support.The Desktop Engineer has no direct report (internal resource)The Desktop Engineer will work closely internally with all end users as well as externally with vendors.2. Principal accountabilities - Desktop Support????????? Analyses and resolves helpdesk calls quickly to minimise service interruption.????????? Attend to all communications to IT Helpdesk (phone, fax, email)????????? Improve first level resolution percentage (via phone or remote management)????????? Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents????????? If immediate resolution is not possible, assign to second level personnel????????? Escalates user problems to higher management, which remain open beyond agreed SLA timelines.????????? Communicate with users regarding use of FAQs, Policies, and Procedures.????????? Proactively look at root causes for repeated incidents????????? Track progress and provide call status information to users ????????? Provide management reports (Statistics, Trend analysis, Corrective Action)????????? Perform remote software distribution????????? Improve skills in line with the new technology roll outs in the IT Department????????? Coordinates with network teams and system administration teams.????????? Gathers user requirements fully, analyzes them and makes recommendations.????????? Identifies misuse and misappropriation of IT assets and report violations to IT Management immediately. Administration????????? Manages and/or provides guidance to desktop support team.????????? Manage working instructions, checklists, knowledgebase, FAQ ????????? Provides performance reports.????????? Communicate with users regarding new services, IT Policies and Security controls????????? Participates in IT projects.????????? Ensures high level of customer satisfaction3.??????????? REQUIRED Competencies ????????? Minimum graduate degree in Computer Science or equivalent field.????????? 5 years? work experience in desktop support.????????? Ability to effectively prioritize and execute tasks in a high-pressure environment ????????? Microsoft Certified Desktop Support Technician (MCDST) certification is preferred????????? Working knowledge of PCs. Laptops, MAC, Operating Systems, Smartphones and MS Office, ????????? Familiar with remote administration tools and techniques????????? Knowledge of basic Network and Internet protocols (LAN, WIFI, TCP/IP, DNS)????????? Good written, oral and interpersonal communication skills to communicate effectively with customers, peers and management????????? Interest to learn new technologies and application specific requirements????????? Proven analytical and problem-solving abilities.????????? Strong customer service orientation.????????? Ability to communicate clearly and precisely (written & oral).

Keyskills :
Desktop Engineer