On-site Desktop Engineer (December 2010 - Present)
Acting as the main technical adviser on a site for users and operatives.
Setting out, inspecting and surveying the client’s site.
Resolving any unexpected technical difficulties, and other problems that may arise.
Day-to-day management of the site, including supervising and monitoring the site and any contractors.
Liaising with clients and their representatives, including attending regular meetings to keep them informed of progress
Resolving all calls logged by the call center agents and Back Office staff, relating to desktop issues and ensuring closure within SLA
Ensure that all Service Now calls are updated timeously with a complete audit trail of actions carried out
Effectively escalating calls to Systems Engineers/SDM/IT Manager/GM etc
Installing of MS Office and other iOD applications on desktops
Re-installation and re-ghosting of machines when required
Troubleshooting of all desktop and Telephony queries
Troubleshooting and support of internal systems
Re-allocate/Logs calls with various 3rd Parties.
Ensuring Customer Satisfaction before closure of the Service Now calls