Desktop Support Engineer job description
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What does a Desktop Support Engineer do?
The Desktop Support Engineer is essential in maintaining the functionality and efficiency of an organization's computer systems. This role ensures that all desktop hardware and software issues are resolved promptly, contributing to seamless business operations.
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What are the Key Responsibilities of Desktop Support Engineer
- Provide technical support for desktop computers, applications, and related technology.
- Install, configure, and upgrade operating systems and software.
- Troubleshoot hardware and software issues on desktops and laptops.
- Maintain inventory of all equipment, software, licenses, etc.
- Assist with network connectivity issues for end-users.
- Document resolutions for future reference in a knowledge base.
What are the Skills and Requirements for a Desktop Support Engineer?
- Strong understanding of Windows/Mac OS environments.
- Proficient in troubleshooting hardware/software issues.
- Excellent communication skills to assist non-technical users effectively.
- Ability to work independently or as part of a team.
What are the KPIs to track for Desktop Support Engineer?
The Desktop Support Engineer's performance is evaluated based on response time to support requests, resolution rate of technical issues within SLA guidelines, user satisfaction scores from feedback surveys after service delivery completion.
Response Time
Average time taken to respond to support tickets.
Resolution Rate
Percentage of technical issues resolved within SLA guidelines.
User Satisfaction
Feedback scores from users post-service delivery
Reports to
IT Manager
Collaborates with
Network Administrators
Leads
Are any specific tools or software required for the Desktop Support Engineer role?
- Remote Desktop Tools (e.g., TeamViewer)
- Ticketing Systems (e.g., ServiceNow)
What is the qualification of Desktop Support Engineer?
Associate degree in Computer Science or related field; 2-3 years experience in IT support roles.
