IT Help Desk Engineer

The desktop support provides a wide range of technical services for end users on the site, remotely and over the phone. Engineers must assume the following key roles and responsibilities:

• Responsible for the installation, configuration and maintenance of desktop hardware (including desktop computers and printers) and standard desktop applications (including Microsoft office applications, virus protection, and network security).
• Responsible for on-site IT user support for network, telecommunication, desktop hardware and standard applications.
• Maintain detailed configuration of computer and communication equipment.
• Work closely with other staff in information technology department to provide quality IT support to us.
• Responsible to maintain inventory of all IT equipment that include computer hardware, telephone equipment, communication equipment and software applications.
• Ensure that the Operations and Network Services meet the performance SLA targets of the IT department.
• Assist in developing and enforcing operational desktop standard configurations, documentation, and procedure.
• Provide IT weekly status reports to IT operations Team leader.
• Installation of additional applications as per user’s requirements.
• Upgrade of PC hardware as required such as increase of memory or hard disk size.
• Upgrade of operating systems and applications such as Windows, Office and other applications.
• Troubleshooting of hardware and software for PCs & Peripherals.
• Recovery (If possible) of lost user’s data caused by hardware or software failures and user errors.
• Configuring user data backup mechanisms as per the AA policy.
• Configuration and fine‐tuning of existing applications on PCs such as Internet browsers and application settings.
• Receive incident reports from Users via telephone or email.
• Perform incident classification, prioritization, correlation with other reported incidents and matching against known.
• Record all required incident details on the incident management system Link the incident record to the User ID and configuration.
• First level support to attempt to resolve the incident, use remote control if necessary for incident resolution.
• Functional escalation in case the incident resolution times exceed the agreed service levels.
• Selective quality checks on closed incidents & service request
• Receive service requests forms that have passed the business assessment and approval procedure.
• Functional escalation in case the service request completion times exceed the agreed service level.
• Notify Users about major system/network outages. In most cases, the outage notification template is filled by IT operations or applications teams then emailed by the Service Desk staff to the appropriate distribution list.