Desktop Engineer

About the role

This position provides the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards.

Key responsibilities

• Perform Desktop Support services to users, including 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)
• Update Incident records
• Create and update work instructions (where necessary)
• Document standards and procedures (where necessary)

About you

• Min. ITE/Diploma graduate with 1 year experience in desktop support
• Min 1 year experience in Microsoft Windows 10 and Microsoft Office 365
• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool
• Demonstrate knowledge in the support of workstations, and related components
• Good coordination skills
• Ability to prioritize effectively and work with a sense of urgency
• Effectively communicates with teammates and managers