Job Description

* To diagnose and resolve software and hardware-related incidents, including operating systems (Windows and MacOS) and across a range of standard software applications.
* To assist all our users with any logged IT-related incident.
* To take ownership of End User Computing issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
* To act as escalation level 2 support to the team and junior engineers.
* To escalate incidents to other support teams where necessary.
* To accurately record, update, and document requests using the ITSM system.
* To perform IMACD service requests (install, move, add, change & decommission) of IT equipment and software.
* To lead and manage team resources including scheduling and assignment where required.
* To maintain a high level of customer satisfaction at all times.
* To maintain a cordial and respectful relationship with the client's point of contact.

Job Requirement

* Minimum ITE/Diploma or equivalent education.
* Minimum 1-3 years experience with general desktop support.
* Relevant experience will be considered with training provided.

* Excellent verbal and written communication skills.