Desktop Support Engineer

Job Title- Desktop Support Engineer

Location -Luton, UK

Duration – Contract

Job Description :

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users

Route problems to internal and external 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

May train users and operators on a limited basis and/or may write training procedures

Participate in on-going training and departmental development

Routine maintenance updates with other IT staff and business units

Provide all required documentation including standards, configurations and diagrams

Provide knowledge transfer of Service Desk operations

Responsibility :-

To provide support for on call escalations and doing root cause analysis of given issue

To independently resolve tickets within agreed SLA of ticket volume and time

To adhere to quality standards, regulatory requirements and company policies

Work on value adding activities such Knowledge base update & management, Training freshers, coaching analyst

To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Job type: Contract Division: eTeam Workforce Limited Reference: 20-02349