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Desktop Support Lead
2 months ago
About MyCareersFuture
MyCareersFuture is a leading technology services firm with a strong presence in the Asia Pacific region. We partner with governments and enterprises to advance communities through technology, leveraging our expertise and experience to deliver differentiated and end-to-end technology services to our clients.
Our Commitment to Excellence
We are committed to creating a safe and healthy environment for our employees and customers. As a result, we require all prospective employees to be fully vaccinated.
Job Summary
We are seeking a highly skilled Senior Desktop Engineer to join our team. As a Senior Desktop Engineer, you will be responsible for guiding the team and resolving complex technical issues related to desktop support. Your broad area of responsibilities will cover:
- Guiding the team and resolving incident escalated by Desktop Support Assistant in confirming the validity of the problem and seeking and researching for known solutions related to these more complex issues.
- Performing Desktop Support services to users, including receiving, prioritizing, documenting and actively resolving end-user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
- Performing imaging/re-imaging, asset inventories, technical escalation to 3rd party vendor or resolver groups (where appropriate), updating Incident records, creating and updating work instructions (where necessary), and documenting standards and procedures (where necessary).
Requirements
The ideal candidate should possess the following:
- Min 3 years Service Desk front and back-office experience with experience in leading a team.
- Experience in managing virtual teams.
- Strong people management and leadership skills.
- Strong analytical and project management skills.