What are the responsibilities and job description for the Service Desk Support position at KTek Resourcing?
Address IT issues / tickets raised by users for Hardware, software, and networking
Image IT equipment’s as per COE standards
Walk customers through installing applications, peripheral devices
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Record technical issues and solutions in logs
Ask targeted questions to diagnose problems
Direct unresolved issues to the next level of support personnel
Follow up with users to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals
Upkeep health and compliance of endpoints and IT infra
Create Purchase requests for new requirements
Create waybills to ship IT equipment
Ensure adherence to relevant company procedures and policies
Requirements
Good speaking and written language skills – English
Proven work experience 5 years as a Desktop Support Engineer or Technical Support Specialist or similar role
Hands-on experience with Windows & Mac OS environments
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of networking, endpoint security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions
Exceptional Customer Service skills.
Able to prioritize and perform Service Desk tasks
Ability to work various shifts
Manage Client Audit Requirements and provide evidence on a timely manner
Must have a working understanding of the ITIL framework.
Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision.
MCSA / MCSE / CCNA would be an added advantage
