Senior desktop Engineer - ITCAN PTE. LIMITED

Roles & Responsibilities

Job Description for Senior Desktop Support Engineer

Primary Purpose

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.

Responsibilities

• Ability to guide the team and resolve incident escalated by Desktop Support Engineers 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 imaging / re-imaging
• 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)

Tell employers what skills you have

Troubleshooting

ICT

Hardware

Interpersonal Skills

DHCP

Windows 7

MCSA

XP

Networking

Operating Systems

Windows

Team Lead

Customer Satisfaction

Customer Service

DNS

Service Delivery