Desktop Support Engineer (Contract) - PSCY042

About the role

Desktop Engineer providing technical assistance and support related to deskside support, mobile device management, and video conferencing support.

Key responsibilities

• Provide technical assistance and support related to deskside support, mobile device management, video conferencing support

• Troubleshoot Win 11 applications and provide technical troubleshooting detail for escalation to next level if needed

• Perform laptop/desktop re-image and service request within SLA with asset tracking

• Perform Incident support relates to software and hardware issues, including OS and across a range of software applications on the client machine (M365, MS Outlook, MS Team conferencing, 3rd party applications, etc.)

• Perform daily meeting room health check and resolve or escalate the issue to next level

• ServiceNow ticket review, pickup and update

• Provide feedback on business and technical challenges

• Communicate with team members and clients in a professional manner, ensuring all parties are kept up to date on ticket status

• Attend and participate in regularly scheduled team meetings, development training, and other meetings as needed

About you

• Diploma in IT / Information Technology related

• 2 to 4 years of office end user IT support with 100 users (prefer MNC/bank environment)

• ITIL certification is preferred

• Pro-active individual with customer centric approach

• Able to face users and communicate confidently

• M365 and Windows 11 OS and hardware troubleshooting

• Basic network troubleshooting

• Familiar with ServiceNow ticket logging

• Familiar with asset tracking with detail

• Enthusiastic in learning new technologies and contribute for team success

Support timing:

• Normal Shifts: 0900 to 1800 (rotate shift with team member for 0800 to 1700 or 1000 to 1900) Mon to Fri

• Available for ad hoc weekend and after office hour support incident and system healthcheck