Desktop Engineer - #1681

Responsibilities Develop and maintain desktop SOPs, Training material and documentation. Plan, coordinate, and prioritize training activities to ensure timely and effective trainings to desktop support requests and incidents. Serve as the primary point of contact for escalated technical issues and complex problem resolution. Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives. Monitor and report on outcomes of the trainings provided to the team, and improve existing or create new materials to improve operations. Provide expertise to Center of Excellence team to build the required tools to improve team operation and project KPIs Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management. Requirements Min. ITE/Diploma graduate with 5 years experience in desktop support Min 5 years experience in Microsoft Windows 10 and Microsoft Office 365 Possess at least one (1) of the following certifications or their equivalent: Microsoft 365 Certified: Modern Desktop Administrator Associate Microsoft Certified: Azure Administrator Associate; and Microsoft Certified: Azure Security Engineer Associate. Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages Demonstrate knowledge in the support of workstations, and related components Good coordination skills Ability to prioritize effectively and work with a sense of urgency Effectively communicates with teammates and managers