Desktop Support Engineer (On Demand) (Madrid)

Level 2 Desktop Support

Key Responsibilities

• Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
• Repair hardware and peripheral faults in conjunction with warranty providers
• Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
• Operate cohesively with the service desk team to maintain service levels
• All work undertaken must be logged via a Service Desk Reporting Tool and this must be kept up to date and accurately and clearly indicate the incident details and remedial actions taken.
• Escalate all critical and high priority incidents to line and senior management
• Report recurring incidents to problem analyst teams and line management
• Proactively contribute to service improvement initiatives
• Provide technical expertise and assistance on project assignments