Over all responsible for the management and maintenance of desktop environment via onsite support, phone or remote. Assist end user on all in scope request with focus on client satisfaction, service delivery quality and technical excellence;
Take ownership on assigned incident tickets and resolve with-in the agreed service level and targets;
Perform end user support for the deskside (hardware and software), network diagnostics and repair;
Must be able to escalate tickets with dependencies to respective towers / group to resolve the concerns of end user;
Proactively update end users with regards to their request;
Ability to perform root cause analysis and technical reports for issues involving desktop environment;
Prepare needed daily, weekly and monthly reports;
Responsible for maintaining acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-worker.