Desktop Support Engineer

RESPONSIBILITIES: 

• OS troubleshooting (Windows) user endpoints – virtual desktop, PC & laptop
• Installation and configuration of OS (Windows) Installation and configuration of all
applications as per company user requests while adhering to software policies
• Standard Microsoft desktop application installation and support
• Troubleshooting the OS and standard Microsoft applications
• Ensuring endpoint patching up to date using company tools
• Installing and configuring messaging client on workstations
• Email troubleshooting and housekeeping at the client end (Outlook)
• Troubleshooting & resolving user problems remotely for first level using available tools
and engineer dispatch at second level.
• Monitor and prioritize incident tickets received through bank standard ticket
management system (ITSM)
• Monitor and prioritize request tickets received through bank standard ticket
management system (ITSM)
• Installation & Configuration of drivers for standard peripherals like Printer, Scanner, and
Modem Etc. Desktop rollout / replacement for users
• Software update / upgrades to be done using approved deployment tool as per agreed
bank standards
• Support file printing from desktop environment.
• Escalate issues in a timely manner as appropriate for incident classification
• Support all desktop hardware devices and peripherals including LCD, keyboard of all
types, mouse, webcam, speakers etc.
• Liaise with LOB and project teams on new software / systems deployments and
upgrades
• Pro-actively monitor and take action on utilization reports for desktop environment
• Configure, manage, and troubleshoot mobility devices and BYOD devices
• Incident and Request ticket reporting
• Inventory reductions and reporting