Responsibilities:
· Performed Desktop Support services to users
· This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
· Perform imaging/re-imaging
· Perform asset inventories
· Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
· Updates Incident records
· Creates and updates work instructions (where necessary)
· Document standards and procedures (where necessary)
Requirement
· Min.
ITE/Diploma graduate with 1 year experience in desktop support
· Min 1 year experience in Microsoft Windows 10 and Microsoft Office 365
· Clear Spoken & Written English.
· possess at least one (1) of the following certifications or their equivalent:
o CompTIA A+;
o CompTIA Security+;
o CompTIA Network+;
o Microsoft Certified: Windows Client; and
o Microsoft Certified: Managing Modern Desktops.
· Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
· Demonstrate knowledge in the support of workstations, and related components
· Good verbal and written communication skills
· Good coordination skills
· Ability to prioritize effectively and work with a sense of urgency
· Effectively communicates with teammates and managers