Job Description
JOB Purpose
The Desktop Support Engineer is responsible for providing efficient and timely technical support to employees, ensuring the smooth operation of desktop systems, hardware, and software. This role involves troubleshooting and resolving technical issues, managing system installations and updates, ensuring IT security compliance, and overseeing the management of IT assets to maintain a productive work environment for the development teams.
Role and Responsibilities / KRAs
1. End-User Support
- Resolve 95% of assigned tickets within SLA (e.g., 4–8 business hours for L1 incidents).
- Maintain minimum 4.5/5 user satisfaction score (feedback surveys after ticket closure).
2. Troubleshooting
- Diagnose and resolve 80–90% of OS/network/app issues independently;
- Escalate only 10–20% of cases to higher support levels.
3. System Maintenance
- Ensure 100% OS/software updates applied on schedule (monthly/quarterly).
- Complete preventive maintenance for ...
The Desktop Support Engineer is responsible for providing efficient and timely technical support to employees, ensuring the smooth operation of desktop systems, hardware, and software. This role involves troubleshooting and resolving technical issues, managing system installations and updates, ensuring IT security compliance, and overseeing the management of IT assets to maintain a productive work environment for the development teams.
Role and Responsibilities / KRAs
1. End-User Support
- Resolve 95% of assigned tickets within SLA (e.g., 4–8 business hours for L1 incidents).
- Maintain minimum 4.5/5 user satisfaction score (feedback surveys after ticket closure).
2. Troubleshooting
- Diagnose and resolve 80–90% of OS/network/app issues independently;
- Escalate only 10–20% of cases to higher support levels.
3. System Maintenance
- Ensure 100% OS/software updates applied on schedule (monthly/quarterly).
- Complete preventive maintenance for ...
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