Desktop Support Engineer

Job Overview

Key Responsibilities:

• Handle helpdesk/service desk tickets efficiently
• Troubleshoot desktop hardware and peripherals
• Manage user accounts and resolve technical issues
• Independently handle complex support requests
• Support new team members and ensure smooth operations
• Manage call handling metrics effectively
• Contribute to team collaboration and service excellence
• Taking ownership of customer issues reported and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems by providing guidance regarding software/hardware/application issues etc.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues and/or refers more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a ticketing tool and maintains history records including related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Required Skills:

• Knowledge of Apple, Windows, and Chromebook systems
• Experience with Windows 7/10 and Microsoft Office 365
• Familiarity with ServiceNow ticketing system
• Strong troubleshooting skills
• Ability to work in a fast-paced service desk environment
• Excellent communication and multitasking abilities
• ITIL knowledge/certification is a plus
• Good Communication skills is mandatory