Desktop Engineer

About the Job

• Provides technical analysis and assistance to resolve desktop/laptop/printer and application problems.
• Updates, follow up and resolves incidents and service requests within agreed SLA.
• Supports basic network related and server system issues.
• Ensures quality of fixes and patches.
• Applies patches and upgrades accordingly as assigned.
• Updates call center on the ticket status and ensuring the tickets are resolved within agreed SLA timeline.
• Monitors support issues at sites to identify patterns and common issues with the aim of prioritizing resolution of issues that significantly improve the degree of reliability and quality of services.
• Develops workaround and fixes for new incidents.
• Monitors the regional call center team members and ensure that all escalations, process and procedures are adhered to.
• Perform daily, weekly or monthly reporting.
• Takes accountability in cons...