Desktop Support Engineer

Job Summary: The Jr. Service Desk Technician provides exceptional phone and email support to our customers experiencing IT-related issues and services. The technician references and maintains existing or establishes instructions and guidelines to perform the job's functions. The target is to ensure excellent service standards and maintain high customer satisfaction. This entry-level role emphasises request and account management (account creation/termination) to complement the incident and crisis management team. Essential Duties: ·    The Jr. Service Desk Technician will perform the following key functions: ·    Monitoring of support queue to ensure that customers are receiving prompt responses and meeting the contractual service level agreement for level 1 type issues, including but not limited to ·    Password resets (AD, 3rd party software, telephone voicemail pin resets) ·    User account creations for new hires and terminations for employee separation ·    Set up workstations for new hires and users. Manage and deploy desktop and laptop system images to ensure efficient system delivery. Integrate with third-party deployment and support providers as required. ·    Perform first and second level support, troubleshooting, and tuning for all desktops and laptops for issues reported to the service desk ·    Understand and implement security best practices and work with security specialists to minimise vulnerabilities ·    Understand and comply with all contractual SLAs, policies and procedures ·    Exercises discretion and independent judgment when dealing with client requests, incidents and feedback ·    Build credibility and trust with Client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs ·    Analyses and recommends alternative solutions to meet customer needs ·    Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction ·    Supports the team process and participates in cross-functional teams ·    Create and maintain documentation to build knowledge and provide training when necessary ·    May be required to take after-hours on-call support as necessary ·    Complete other duties as assigned