Experienced Desktop Support is responsible of providing on site Desktop supports. Desktop support has the required technical experience to resolve competently all desktop related technical issues and related IT technologies and to provide advanced technical knowledge required for the resolution of difficult technical issues and testing and implementing new technologies
Desktop Support’s main duty is to provide on-site users with desktop, laptop and related IT technologies support.
Services include but are not limited to.
Accepting end user requests and ensuring that they are properly logged, classified, assigned and prioritized.
Ensuring that IT technical issues are properly and effectively addressed and resolved using established guidelines, standards and service level targets.
Fulfilling routine requests which include setup and configuration of computers and applications.
Competently interacting with end users, application, systems, network teams and different technical teams to resolve problems.
Contributing to the continuous improvement of relevant technologies and processes.
In addition, the experienced desktop support is to provide advanced technical expertise to resolve challenging technical issues, test new technologies, and suggest improvement to technical tools and procedures with the aim of improving the technical quality and speed of issue resolution
These activities include but are not limited to.
Plays key role in window’s image management & deployment processes.
Researching the root cause of incidents and implementing recommended solutions
Researching the root cause of incidents and implementing recommended solutions.
Competently interacting with end users, application, systems and different technical teams throughout problem management life cycle (root cause identification, solution recommendation and testing, implementation and verification).
Keeping abreast of new technologies/tools, participate in its testing, and implementation planning.
Provide technical training and coaching to other team members.
Minimum 10 years of experience in providing technical support for a Skills medium size organization (500 users or above).
Used an ITIL based Service Desk Tool is a must.
Graduate/Diploma of computer science or technical IT field.
ITIL Foundation certification is a must.
Operated in a professional call center is a must.
Has worked in an ITIL based service desk operation in a similar role and with a proven record of achieving excellent support delivery KPIs.
Excellent technical experience in Microsoft Desktop technologies (OS, IE, Office, Outlook,..).
Experience in troubleshooting hardware issues and replacing hardware on both desktop and laptop.
Experience troubleshooting network, software, printing, phone, and PDA problems.
Good understanding key IT technologies (Internet, Intranet,
Telephony, Networks, Enterprise Applications, etc.)
Advanced technical experience in Microsoft Desktop Platform (Image Management Tools, Software Deployment, Advanced OS Troubleshooting,).