Service Desk Engineer

·        Advanced Troubleshooting: Handle more complex technical issues that go beyond the scope of L1 support. This could include troubleshooting hardware and software issues, network connectivity problems, and more

·        Operating Systems and Applications: Support for multiple operating systems (e.g., Server Windows, Windows, macOS) and applications (e.g., Microsoft Office, email clients).

·        Configuration and Deployment: Assist with the configuration and deployment of new hardware and software, including setting up workstations, printers, and peripherals.

·        User Assistance: Provide remote and in-person support to end-users, resolving issues in a timely manner.

·        Documentation: Maintain detailed records of issues and resolutions, as well as update knowledge base articles and procedures.

·        Escalation Management: Escalate unresolved issues to L3 support or other specialized teams as necessary.

·        Handling IT related internal and external audits

·        Budget Planning: Participate in the budgeting process for IT assets, including forecasting future asset needs based on organizational growth and technological advancements

ITSM Asset Inventory Management:

• Asset Tracking: Maintain and update records of hardware and software assets, including inventory management.
• Lifecycle Management: Track the lifecycle of assets from procurement to decommissioning, ensuring accurate records for audits and asset optimization.
• Compliance: Ensure that all asset management activities adhere to organizational policies and industry standards
• ITSM Ticket Handling: Manage and resolve tickets assigned from the service desk or other support channels. Prioritize and categorize tickets based on urgency and impact.