IT Service Desk Support Engineer

Description of Job
Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. As well, to delivering service through multiple channels including human, digital, self-service, and automated.
Service Desk Support
·       Receive service request from Users via telephone, helpdesk portal or email.
·       Receive Incident request from Users via telephone, helpdesk portal or email.
·       Log service request / incident tickets,
·       Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors. 
·       Record all required incident details on the incident mgmt. system.
·       First level support to attempt to resolve the incident, use remote control if necessary for incident resolution.
·       Functional escalation in case the service request completion times exceed the agreed service levels.
·       Notify Users about major system/ network outages, in most cases, the outage notification templated is filled b IT operations or applications teams then emailed by the service desk staff to the appropriate  distribution list in English. 
·       Responsible in creating images for new laptops/desktops with up-to-date software and security
·       applications. 
·       Provide the Printer/Fax support and services.
·       Provide investigation, diagnosis, resolution and recovery for hardware/software problems and escalate to second level in accordance with Help Desk escalation processes. 
·       Preparation of new PC/Notebook computer for deployment, including the unpacking, installation of applications and clients as per the user requirements, setting of operation system up to date user profile PC BIOS parameters as per polices. 
·       Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe. 
·       Support the following technologies which not limited to following: Microsoft Office – Outlook, Word, Excel, Access, PowerPoint. Other: NIC’s, basic LAN/WAN connectivity (Network Troubleshooting)