Job Description

Accountabilities:

• Supervise and manage an IT desktop support team in a high-volume Shared Services unit to achieve operational outcomes.
• Team leading experience mandatory
• Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow.
• Provide timely and effective advice, information, and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by stakeholders.

Responsibilities \xc2\xb7 Address user tickets regarding hardware, software, and networking \xc2\xb7 Walk customers through installing applications and computer peripherals \xc2\xb7 Ask targeted questions to diagnose problems \xc2\xb7 Guide users with simple, step-by-step instructions \xc2\xb7 Conduct remote troubleshooting \xc2\xb7 Test alternative pathways until you resolve an issue \xc2\xb7 Customize desktop applications to meet user needs \xc2\xb7 Record technical issues and solutions in logs \xc2\xb7 Direct unresolved issues to the next level of support personnel \xc2\xb7 Follow up with clients to ensure their systems are functional \xc2\xb7 Report customer feedback and potential product requests \xc2\xb7 Help create technical documentation and manuals Requirements and skills \xc2\xb7 Proven work experience as a Desktop Support Engineer, Technical Support Engineeror similar role \xc2\xb7 Hands-on experience with Windows/Linux/Mac OS environments \xc2\xb7 Working knowledge of office automation products and computer peripherals, like printers and scanners \xc2\xb7 Knowledge of network security practices and anti-virus programs \xc2\xb7 Ability to perform remote troubleshooting and provide clear instructions \xc2\xb7 Excellent problem-solving and multitasking skills \xc2\xb7 Customer-oriented attitude \xc2\xb7 BSc in Computer Science or relevant field Job Type: Full-time Salary: $5,000.00 - $7,000.00 per month