IT Service Desk Engineer

Job Summary

• As Service Desk Engineer will act as the first point of contact to report issues and faults relating to the service.
• To provide 1st level of support for the following;
  • Hardware & Software issues for desktops and Laptops
  • Operating system issues
  • Printer, Scanner & IP Phone issues
  • Banking application issues
  • LAN issues
  • The team works on all the Incident and request assigned to them

Ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products. This is a demanding support position, which calls for excellent customer service and support skills.

Key Accountabilities

• Member of IT Service Desk Team.
• Dealing with incoming faults in a professional, courteous manner over the phone ,via email & On site.
• Taking ownership of faults and managing them in a logical and methodical manner.
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Diagnosing and resolving problems to the customers satisfaction
• Maintain and develop own knowledge and skills to assist with first time fault resolution.
• Identify and escalate repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues.
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational

Other Accountabilities Key Interactions Competencies Skills

• Desktop Applications Knowledge
• Desktop Concepts/Architecture
• Desktop Distributed Applications Development
• Desktop Environment Knowledge
• Desktop Equipment Diagnostics
• Desktop Equipment Installation
• Desktop Hdw/Sfw Configuration
• Desktop Inventory Management
• Desktop Network Protocols
• Desktop Operating Systems
• Desktop Performance and Tuning
• Desktop Peripherals
• Desktop Security
• Desktop Software Installation/Upgrade
• Desktop Standards/Procedures
• Desktop Tools and Utilities
• Desktop Troubleshooting
• PC Standard Image Knowledge
• Software Distribution