Desktop Support Engineer

1. Manage incident / tickets reported by Business users on various devices (Desktops, laptops, thin clients, printers...).
2. Manage HW vendors, produce technical reports for malfunctioning devices with recommendations to replace or upgrade 
3. Resolve any IT technical and systems functionality issues in a timely and effective manner.
4. Specify standard technical specs for end user devices to be listed by procurement team while acquisition 
5. Manage end users HW & SW inventory up to date
6. Provide a friendly and professional service for end-users.
7. Manage end user SW systems up to date specially for security updates required to ensure secured operations and avoid disruptions
8. Provides support for the users by detecting, diagnosing and restoring the normal service as quickly as possible (providing workarounds), in order to minimize disruption to business applications. 
9. Respond to requests and inquiries from end users within the pre-determined timeframe of our service level agreement 
10. Document, and track, case histories, issues, and actionable steps taken
11. Responsibilities include on- call shifts to respond to users reported incidents during off-hours once IT is offering 24x7 services this includes but not limited to Digital banking platform health/ performance monitoring
12. Attend knowledge transfer sessions to get 1st level support experience on various SW systems 
13. Provide knowledge transfer to SD agents on known issues related to desktop support that SD team is providing 1st level support 
14. Participate in DR test & provide needed support for End user to access their systems smoothly from DR site 
15. Perform other duties as assigned