Service Desk Engineer (Helpdesk Associate)

Duties & Responsibilities

• Responsible for 1st level technical support to employees concerning hardware failures especially laptops, desktops and peripherals via phone or electronically
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common incidents
• Maintain a high level of customer satisfaction from work performed
• Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied
• Experienced in resolving end user incidents and requests
• Machine assembly and software SOP installations for newly hired employee issue unit
• Able to analyze possible cause of hardware, software & network connection failure & errors
• Serve as liaison between staff and the MIS department to resolve issues
• Administer help desk software ...