Desktop Support Specialist

Responsibilities:ï‚· Address IT issues/tickets raised by users for Hardware, software, and networkingï‚· Image IT equipment as per COE standardsï‚· Walk customers through installing applications, peripheral devicesï‚· Guide users with simple, step-by-step instructionsï‚· Conduct remote troubleshootingï‚· Record technical issues and solutions in logsï‚· Ask targeted questions to diagnose problemsï‚· Direct unresolved issues to the next level of support personnelï‚· Follow up with users to ensure their systems are functionalï‚· Report customer feedback and potential product requestsï‚· Help create technical documentation and manualsï‚· Upkeep health and compliance of endpoints and IT infraï‚· Create Purchase requests for new requirementsï‚· Create waybills to ship IT equipmentï‚· Ensure adherence to relevant company procedures and policiesRequirements:ï‚· Good speaking and written language skills - Englishï‚· Proven work experience 5 + years as a Desktop Support Engineer or Technical Support Specialist or similar roleï‚· Hands-on experience with Windows & Mac OS environmentsï‚· Working knowledge of office automation products and computer peripherals, like printers and scannersï‚· Knowledge of networking, endpoint security practices and anti-virus programsï‚· Ability to perform remote troubleshooting and provide clear instructionsï‚· Exceptional Customer Service skills.ï‚· Able to prioritize and perform Service Desk tasksï‚· Ability to work various shiftsï‚· Manage Client Audit Requirements and provide evidence on a timely mannerï‚· Must have a working understanding of the ITIL framework.ï‚· Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision.ï‚· MCSA/MCSE/CCNA would be an added advantage

Created: 2025-02-25