Sr Desktop Support Engineer

Job Description:

1. Good Communication: Handling CEO, CFO, CTO, Sr. VPS and VIP users
2. Technical Support: Good Technical knowledge in End user support (EUC)
   1. O365 support including Mail
   2. MS Teams, ZOOM Meeting supporting (Troubleshooting)
   3. Sound knowledge in Windows 10, 11 support and Migration
   4. BitLocker Encryption, Antivirus (Any Centralized)
   5. Ticketing Tool (Manage Engine – Service Desk or any ITSM Tool)
   6. VPN, OS Image and Windows Patches – End user's side
   7. Dell, Lenovo, HP laptop support. 
   8. Provide advanced technical support to resolve complex issues escalated by the team.
   9. Troubleshoot and resolve hardware, software, and network issues.
   10. Ensure timely and effective responses to user inquiries and service requests.
3. Operations Management:
   1. Team Handling knowledge add-on advantage.
   2. Supervise and lead the desktop support team, providing guidance and support.
   3. Monitor team performance, provide feedback, and conduct performance reviews.
   4. Develop and implement training programs to enhance team skills and knowledge

       3.5. Reports:

1. Daily Calls report(DCR), Weekly, Monthly Calls report,
2. Daily audit of the MYTRA tickets – Completed and pending calls
3. Monthly Governance (MG) Meeting presentation preparation (MIS).

       3.5. ISMS other Policy:

1. Follow up on the client and 4D IT Policy
2. Audit preparation – Internal, External audit.

       3.6. Helpdesk Mail:

1. Daily review the helpdesk emails and respond
2. Shift rooster

       3. Standby support planning (Leave management)

4.      Asset Management: Excel / Tool

5.      Project handling:

6.      Training / Knowledge sharing conducted with Engineers.

7.      Documentation: SOP creation and updated frequently.