Lead Desktop Support Engineer Job Description Template
Our company is looking for a Lead Desktop Support Engineer to join our team.
Responsibilities:
- Manage incidents and service requests for users at all sites as needed;
- Advise 1st line agents, undertake first time fix for agreed tasks (including user access management);
- Prioritise, analyse, track and escalate alerts in line with area protocols;
- Escalate issue and incidents to the Desktop team leader and ITSM;
- Apply ITIL methodology to deliver best practice in all areas;
- Liaise with 3rd party suppliers for hardware/software issues including call ownership and management;
- Responding to and resolving incidents and service requests both remotely and face to face, using specific call handling software to senior executives;
- Work on project roll outs, desk moves and change requests when required;
- Deploy desktop and laptop builds across the Group.
Requirements:
- Good knowledge with contact centre products (Mitel and / or Cisco);
- Confident and successful when planning and setting priorities for workload;
- Effective communication skills working with both IT and non-IT colleagues;
- Good technical knowledge of Microsoft products including: Windows 7/8/10, Windows 2008, Windows 2012, Active Directory and Exchange;
- Good knowledge of Microsoft Systems Centre product suite;
- Focused on detail but capable of being flexible when competing deadlines/projects require it;
- Confident and capable in both a team environment and working on own initiative;
- Keen focus on service and the continuous improvement of service;
- Basic understanding of ITIL;
- 2nd Line;
- VIP management;
- Windows.