Desktop Support Engineer  

• Cover 1st/2nd line level on calls and tickets that come through, resolving tickets within SLA agreements.
• Monitoring and respond to alerts on Science Logic and Managed Workplace
• Escalating high priority tickets to Infrastructure Support Specialist
• Fully understand the service TIG has been engaged to deliver in line with contractual arrangements
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
• Provide a single point of contact for end users support using all contact mediums
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Establish a quality working relationship with end users
• Develop and maintain communication skills appropriate to the environment
• Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Understand and operate the escalations procedures
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion.
• Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks.
• Show an outward commitment to actively develop personal knowledge
• Develop new documentation and procedures
• Trending on internal & client alerts to reduce incidents and improve system stability

Key Performance Indicators

• Achieving satisfactory levels in Customer questionnaires
• To deal with the day to Day Incident volumes to a high level of service.
• To provide an exceptional level of service to all TIG clients.
• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise
• Gather technical knowledge to consistently increase your own skill set.

• Bachelors degree in Computer or Technology related course
• Troubleshooting desktop issues, i.e. printers, network issues, unlocking AD accounts, troubleshooting Microsoft applications.
• Basic understanding of MS 2003/2008/2012 Windows server
• Basic understanding of Active directory
• Basic understanding of Exchange 2007/2010/2013
• Email Filtering and Spam Applications i.e. Mimecast
• Good communication skills and where appropriate, ability to communicate in other required languages.
• Proven Customer Service Skills
• Positive, enthusiastic and supportive individual
• Ability to take ownership of and progress incidents to resolution
• Ability to work under pressure
• Ability to work in a team and to support team members
• Effective keyboard skills
• Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner.
• Analytical Fault Finding
• Knowledgeable on the ff: Science Logic EM7 & Managed Workplace, Lync or Skype for Business