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IT Desktop Support
IT Desktop Support
The remit of a desktop engineer is to solve technical problems of a computer user.
Their job is to make the computer user comfortable. As a new engineer your job is to assemble and install the desktop, keeping all the system up to date with security fixes and patches, and helping out users to do their job more easily. Their job is to train the user when a new software or other new IT technology is released.
Level 1 Taking calls from user with an IT problem, logging the basic details of the fault and escalating issues to 2nd or 3rd line. Excellent customer service skills are required, combined with clear communication.
Level 2 Desktop Engineer, dealing with the service desk ecaliated tickets, they can fix issues romotely or desk side. Updating the network and installing essential patches on the server and dealing with vendors.
Level 3 System Administrator. They are responsible for everything related to computers and the network. This mainly involves performing tasks on the server, interaction with other departments, updating the entire network with critical changes.
Relevant Certifications:
- MTA: Microsoft Technology Associate
- MCSA: Microsoft Certified Solutions Associate, Core skills for IT professionals and developers
- MCSE: Microsoft Certified Solutions Expert, The globally recognised standard for IT Professionals
- Cisco Certified Design Associate (CCDA)
- Cisco Certified Network Professional (CCNP)