Engineer, End User Services

Job description

Be a part of something BIG! The Engineer, End User Services will be responsible for managing IT assets/inventory, including collaboration with other IT support engineers, providing guidance and support.

Make an Impact by

Plan, coordinate, and prioritize activities to ensure timely and effective resolution of desktop support requests and incidents. Serve as the primary point of contact for escalated technical issues and complex problem resolution including senior or Top Executive staff Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.

Monitor and report on Service/Operation Level Agreement related to desktop support service levels, team productivity, and customer satisfaction. Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature. Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.

Skills for Success

Min. ITE/Diploma graduate with 3 years experience in desktop support Min 3 years experience supporting Microsoft Windows 10 and Microsoft Office 365 Possess at least one (1) of the following certifications or their equivalent: Microsoft 365 Certified: Modern Desktop / Enterprise Administrator Associate/Expert, Microsoft Certified: Azure Administrator Associate; and Microsoft Certified: Azure Security Engineer Associate.

Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages Demonstrate knowledge in the support of workstations, and related components Clear Spoken & Written English with the ability to prioritize effectively and work with a sense of urgency Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.

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