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.