As a Desktop Support professional, you will be responsible for providing 1st Level IT Support through phone and remote control tools, addressing users' incidents and queries in a professional and timely manner. Your key responsibilities will include:

• Provide first level technical support via phone and email, ensuring prompt response to calls and emails.
• Conducting initial troubleshooting on reported incidents and escalating them to 2nd level support teams according to established procedures.
• Providing timely updates to customers regarding the status of their issues, ensuring they are informed within the targeted Service Level Agreements (SLAs).
• Maintaining ownership of cases, following up on reported issues until they are resolved, and ensuring accurate and complete information is recorded.
• Managing customer expectations and alerting the Team Lead in case of an unusual surge in calls related to specific issues.
• Handling the initial classification and prioritization of incidents, tracking the resolution progress, and offering regular updates on follow-up actions and incident status.

The ideal candidate should have the following qualifications:

• A minimum of a Higher Nitec or Diploma in Computer/Electronic Engineering or a related field.
• At least 1 year of experience in end-user support, desktop support, or technical service desk roles.
• Relevant technical skills to support both existing and new computing devices such as desktops, notebooks, tablets, and smartphones, along with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
  
  Interested candidates, who wish to apply for the advertised position, please email us an updated copy of your resume.
  
  We regret that only shortlisted candidates will be notified.
  
  EA License No.: 01C4394
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