Desktop Support Engineer

Fresher

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Job Description

The Role

You will be responsible for :

Handling inbound calls and emails in a professional manner.
Resolving customer inquiries and requests and ensuring strong customer satisfaction.
Working with various internal teams to ensure prompt and accurate order processing and delivery.
Escalating customer feedback as required.
Escalating technical issues to the relevant parties when needed and following up till the issues are closed.
Ensuring all standards and procedures are followed and maintained.
Answering queries and resolving issue relating to usage of standard applications and IT services.
Providing monthly help desk reports.

Ideal Profile

Excellent working knowledge of Windows 7, 8, 10, 11
Good working knowledge of Windows. (MacOS a plus).
Strong working knowledge of Workstations, desktop, laptop, printers/fax, and peripherals, graphics cards and network cards.
Strong knowledge of PC/ Workstation builds. (MS SCCM and MS MDM)
Working knowledge of Active Directory 2003/8/12 R2, Microsoft Office 365, Microsoft Exchange, DNS, DHCP, Group Policy etc.
Basic troubleshooting knowledge of iPad, iPhone, Android, and other smart technologies
Excellent working knowledge in asset / inventory management
Ability to maintain composure and focus while troubleshooting and solving technical issues.
Ability to adhere to a schedule of client appointments while adapting to customer requests.
Demonstrated ability to communicate complex technical concepts in simple language.
Strong Experience in Multi-Functional Printer troubleshooting
Flexibility to make schedule adjustments to cover before/after usual business hours or when other team members are unavailable.
Excellent verbal and written communication in English
Excellent customer service skills

What's on Offer