Desktop support Engineer

Roles And Responsibilities Provide end-user support and record incident resolutions via the help desk tool. Knowledge with TCP/IP and general networking issues. Willing to work in shifts, weekends, and outside work hours during critical events. Knowledge in providing management and senior management end-user service and support (laptop/ video conference/ phone issues etc.). Maintain the record of IT assets and update monthly MIS so that the IT assets are maintained aptly including the buffer stock. Provide investigation, diagnosis, resolution, and recovery for hardware/software problems. When unable to resolve, escalate to the second or third level in accordance with the Help Desk escalation processes of the company. Manage service requests, software installations, new computer setups, upgrades, etc. Maintain overall ownership of the users issue & service ensuring that they receive resolution within a reasonable timeframe. Provide initial assessment of urgency and business impact on all support calls. Provide enhancement request feedback to IT regarding the technology environment and customer needs through the defined processes. Strong work ethic, detail-oriented well as excellent oral and written communication skills. Sound problem resolution, knowledge of IT Security as per ISMS & ISO, judgment, and decision-making.