IT Support Engineer - #1107094

Provide first class level of customer service ensuring that all customers (end user or IT Service Lines) are responded to and problems are addressed in a timely, efficient and professional manner.

Perform troubleshooting for End user computing needs.

Handle incident tickets till closure with ownership, investigate & provide temporary and/or permanent resolution of incidents escalated.

Provide timely status updates to relevant parties and close all tickets once complete•Provide advice and assistance to users on the usage of simple functional features of software and hardware peripherals.

Required to perform basic administrative support, asset management and routine IT housekeeping services.

Monitor the agreed service level, document & maintain the configuration of the systems; provide regular reporting to relevant parties.

Determine root causes of issues and communicate appropriately to internal and external customers, and - third-party service technicians.

Ensure Key Performance Indicators (KPIs) are consistently met without compromising quality of service delivery.

Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration, decommission, and disposal.- Ensure adherence to site and global operational procedures/work instructions to maintain service integrity and quality.