Desktop Support Engineer

Role Description:

Must-Have:

Build and install PCs, telephone systems, wireless Networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards

Provides advice and guidance to colleagues regarding incidents

Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance

Identify, log and resolve technical problems with software applications or network systems

Identify potential changes and system improvements to present to senior team leaders for consideration and implementation

Ensure that work is carried out within agreed service levels and in accordance with department guidelines

Create, maintain, and distribute reports of progress to senior leadership

Migrating servers from Windows XP to Windows 7 or higher platform

Maintain client databases with up to date solutions and clear record of activities

Explain and document technical issues in a clear way to clients

Use call logging system to accurately record telephone requests

Good-to-Have:

Complete software packaging per the information listed in the package requirements form and activities to required timelines

Perform complex resolution activities to diagnose packaging issues and perform Quality Assurance activities to ensure package operates successfully in the customer environment

Work with Transitions/Transformation teams to complete solution packaging work as described by the statement of work. This includes all Process Change Requests (PCRs) during Transition/Transformation

Schedule distribution of software packages to target audience through distribution tool within the required duration and time frame and complete pre-distribution analysis to ensure the request includes the necessary information to fulfil the process

Update workflow management tools to ensure all Software Distribution activities are tracked and recorded

Report any issues that may compromise the distribution timeframes or success

Perform software distribution remediation on unsuccessful endpoints per account procedures

Provide deployment reports, drive actions with relevant teams to make sure 100 success ratio is achieved

Perform monthly patching and ensure 100 compliance

Strong Problem Solving and Analytical skills

Excellent communication (written/oral) presentation skills

Ability to interact with internal/external clients and handle escalations

Highly committed to meet the business objectives

Ability to build and maintain strong working relationships

ITIL knowledge

Competencies: Desktop Management - Infrastructure Services (IS)