EUC / Desktop Support Engineer

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We are seeking a technically skilled, hands on and enthusiastic individual with a dedication to customer service.

Position Summary:

Drive high level of customer service and satisfaction
Manage incident and service request queues to ensure SLA’s are met
Provide hands on resolution of 1st to 2nd line software and hardware incidents where required
Work with offshore colleagues to deliver efficient and effective service
Review and take part in problem management activities
Fulfill service requests for varied IT equipment
Drive compliance to internal and external processes and standards
Initiate service improvements to the overall service

Roles and Responsibility:

Install, troubleshoot and repair desktop/laptop issues (both hardware/ software)
Install Standard SOE Image on Desktops and Laptops.
Install, configure and troubleshoot standard applications (MS office, Adobe, etc.)
Configure and troubleshoot Tablets
Basic troubleshooting of Conference devices/ Projectors/ Meeting room facilitation.
Provide technical assistance and training to end users on computer operating systems and Standard applications.
Instruct and assist end users in the use of computer equipment, software and accessories.
Document all support activity within the IT Incident and Change Management tracking tool.
Support and monitoring of critical systems and services.
Patching and build of desktop, Laptops and mobile devices.
Systems backup monitoring and reporting
Traditional 2nd line break/fix incident management

Required Competencies:

Essential Technical Skills:

Desirable Technical Skills:

Experience:

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