Desktop Support Specialist
Há 7 dias
The Desktop Support Specialist is responsible for providing expert-level support for computer hardware, software, and peripherals. This role acts as the second point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues.
Key Responsibilities:
- Provide second-line investigation and diagnosis.
- Resolve and close incidents and service requests as per help desk procedures and allocated timelines.
- Escalate unresolved incidents and service requests within agreed timescales.
- Log incident and service request details per help desk procedures.
- Communicate with customers regarding incident progress.
- Ensure tickets are updated at all times until issues are resolved.
- Conduct customer satisfaction callbacks and surveys.
- Complete GET IT training for Desktop Support Specialists.
- Comply with Quality, Health, Safety, and Environment policies and IT policies.
- Liaise with customers, other IT support groups, and third-party providers when necessary.
- Perform staging of PCs.
- Maintain Global Asset Management database with updates related to the assigned hardware.
- Perform Install, Move, Add, and Change tasks.
- Perform hardware and software maintenance and support.
- Participate in IT team and follow up on objectives and key performance objectives.
**In Level 1 Role:**
Perform Junior Level responsibilities above.
**In Level 2 Role:**
Perform Level 1 responsibilities above.
**In Level 3 Role:**
Perform Level 2 responsibilities above.
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IT Desktop Support Specialist
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