Desktop Support Engineer - Fixed Term Contract at NTT Ltd

Key Responsibilities:

• Configuring computer operating systems and applications.
• Assisting clients through a series of actions, either through walk in, remote access, telephone or physical visit.
• Troubleshooting Level 1 faults and solving hardware/software faults and replacing parts as required.
• Supporting the roll-out of new Operating System, Applications, Patches, Upgrades etc and setting up new users' accounts and profiles.
• Responding to client’s cases within agreed SLA time limits.
• Working continuously on a task until completion (or referral to third parties e.g. Level 2-3 Support teams,) while prioritizing and managing open cases one at a time to ensure SLAs are met.
• Rapidly establishing a good working relationship with user’s customers and other professionals e.g., software developers to facilitate solution finding, testing of new hardware, software and devices.
• Carry out Preventive Maintenance on Desktops and laptops as per the schedule.
• Participate in Disaster Recovery Exercise as and when required.
• Handles closure of Tickets, Service Requests and Changes within the timeframe allocated.
• Support New Systems Initiatives as and when they are rolled out.
• Remedy Change and RMS Administration.
• Provides qualitative solutions for all Systems queries /complaints aimed at achieving the defined SCB Quality Assurance Standards.
• Provides detailed hardware issues reports, and recommendations or any other feedback to the Team Leader or Head of Technology Support Services. 
• Achieve agreed upon individual Key Performance Indicators.
• Any other duties that may be assigned.

Knowledge and Attributes:

• Ability to communicate well and to capture all pertinent details when required will contribute to their success
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner
• Sound interpersonal skills with the ability to foster and maintain stakeholder relationships
• Solid client service orientation and passion for achieving or exceeding expectations
• Good written and verbal communication skills
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

• Bachelor’s degree or relevant qualification in IT/Computing, or related field.
• Relevant IT certifications, such as ITIL and Microsoft 365.