Senior desktop support engineer

• Responsible for leading a team of support technicians who provide technical assistance and support to end user.

• Overseeing the daily operation of the team, ensuring timely and effective resolution of technical issues, and maintaining a high level of customer satisfaction.

• Collaborate with other IT teams and stakeholders to improve processes and enhance the overall end-user experience.

Responsibilities:

• Provide leadership, guidance, and mentoring to the end user support team.

• Conduct team meetings and coordinate work assignments to ensure efficient service delivery.

• Handle escalated technical issues and provided advanced troubleshooting and problem-solving expertise.

• Ensure prompt and accurate resolution of end-user technical problems, both hardware and software related.

• Collaborate with other IT teams to resolve complex issues and ensure seamless integration of services.

• Establish and maintain strong relationships with end users and stakeholders.

• Address customer concerns and ensure a high level of customer satisfaction.

• Act as a point of contact for major incidents or critical support issues, ensuring timely communication and resolution.

• Analyze data and metrics to identify areas for improvement and track team performance against established goals.

• Streamline processes and procedures to increase efficiency and productivity.

• Maintain accurate operation documentation of support activities, including incident reports, resolutions, and knowledge base articles.

• Help Service manager to Prepare regular reports on team performance, incident trends, and service level agreements (SLAs).

Qualification and Skills:

• Higher Diploma in Information Technology or related field (or equivalent experience).

• 7 years’ experience on end user support with at least 3 years’ experience on leadership role within IT support environments.

• Strong technical knowledge and troubleshooting skills across various hardware and software platforms.

• Excellent communication and interpersonal skills to interact effectively with end users and team members.

• Proven ability to lead and motivate a team, fostering a positive work environment.

• Analytical mindset with the ability to identify and resolve complex technical issues.

• Familiarity with IT service management (ITSM) frameworks, such as ITIL.

• Proficiency in documenting processes, procedures, and technical information.

• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group/ Company.