Senior Desktop Support Analyst (90690)

at  Auto General Insurance

The Senior Desktop Support Analyst is responsible for providing Desktop Support services to users associated with operating installed hardware and software.
· Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
· Maintaining accurate log entries of fault with resolution and contact details.
· Ensuring all hardware/software fulfilment, installations and routine upgrades are implemented according to Service Level and Quality targets and to agreed expectations.
· Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
· Working on tasks as assigned by in large independently to quality outcomes without needing continual referral back to Team Leader.
· Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
· Ensuring technical queries not progressing are escalated to the appropriate Teams and Management according to established procedures.
· Seek out opportunities and contribute to improve Desktop Support and Service Delivery practices.

· Participating in ongoing team training.

• Providing telephone, face to face, remote and onsite technical support to users regarding Desktop issues.

1. Other

· Perform other reasonable and relevant activities as requested from time to time to meet operational requirements.

• Maintain awareness, understanding and compliance with Company policies and procedures, including the completion of mandatory training.

Please refer the Job description for details