Desk Side Support Engineer

Responsibilities

Field incoming help requests from end users via both telephone and work orders in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

• Build rapport and elicit problem details from help desk customers

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Qualifications Professional knowledge and qualifications required:

• Acquires job skills and learns / adheres to company policies and procedures. Complete routine tasks pertaining to computer hardware, software or operating system support. Preferred Certifications

• Understand / experience of working with Dell Desktop / Laptop, HP Desktop / Laptop / Printer, Lenovo Desktop / Laptop, Lexmark Printer, IBM Printer

Computerhardware, Hardware, Support, Technician