IT Desktop Support

Desktop Support Engineer

Job Description:

The Desktop Support Technician role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team lead.

Responsibilities:

• Provide high level of customer service
• Provide phone and deskside support to end users across the site
• Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary
• Take ownership of issue/request through resolution or escalation
• Analyze hardware and software problems, perform troubleshooting per approved procedures, identify alternative solutions and take appropriate corrective action
• Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

Additional Responsibilities:

• Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
• Ensure that work is carried out within agreed Service Levels. (SLA's)
• Client on-boarding, transfers, and off-boarding efforts
• Maintain high level of accuracy of AMDB
• Availability during weekend and after hours as per rotational roster
• Finish Projects (asset refresh etc) in a timely manner
• Work on IMACDs and off hours move requests
• Work with the team lead to make the team lead successful and be a great team player
• Help users facing issues with Mobile Devices
• Show urgency in helping C - suite users and provide exceptional service