Senior Desktop Support Specialist

Provides support to users of desktop computers, laptop computers, tablets, mobile communication devices, printers and office equipment. Support may be on location or remote. Activities include provisioning, installation / set up, troubleshooting, providing basic training, technical guidance and client support on usage of all equipment. Responds to calls regarding system outages, troubleshooting and resolving users' issues who are on location or working remotely. Strives to meet or exceed Service Level Agreements (SLAs)

Responsibilities

• Provides Desktop Support services for broader areas of the organization and for more complex systems and high priority business users.

• Delivers technical and user support for system hardware, software and network connectivity across multiple groups / areas within the company.

• Ensures successful installation, configuration, testing and modification of integrated hardware and software system components.

• Identifies and resolves complex user incidents with all types of devises Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.

• Liaises with other Information Technology teams to ensure critical / complex issues are appropriately addressed in a timely manner.

• Ensures system hardware, software, applications and other components are maintained, upgraded and assessed on a routine and consistent basis.

• Leads Desktop Support projects when required to address and resolve critical and complex system issues.

• Responsible for local IT asset management.

Qualifications

• Diploma or equivalent work experience required.

• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Desktop Support.

• Good business English skills (Written and spoken).