Service Desk Engineer

Job Description

Responsibilities:
The Service Desk Engineer is the entry point into the Service Desk via phone, e-mail or call handling systems and is responsible for call-logging, qualification, resolution, ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The Service Desk Engineer is expected to resolve all issues which can be resolved by the Service Desk and perform a Log and Dispatch role for the remaining service requests. Excellent attendance and punctuality are required.

Duties:

•     Answers phone contacts promptly and professionally and ensures delivery of Phone SLAs (service level agreements)
•     Creates a Ticket for new call into the Service management tool.
•     Communicate response times for dispatched tickets to the customers
•     Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
•     Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels
•     Participate in team meetings
•     Ensure that End-user will experience a minimum number of call transfers, will receive regular updates and efficient coordination will take place with other Resolution Groups
•     Monitor’s Key performance indicator (KPI) & escalates to management where applicable.
•     Escalates request to suppliers where applicable.
•     Identifies recurring incidents and escalate them for problem management.
•     Maintains log of all worked preformed and processed, and turned in to supervisor by the end of the day.
•     Manage the entire service request process ensuring adherence to SLA.
•     Ability to communicate problems with supervisors as they become known.
•     Ability to react to change productively and handle other essential task as assigned.
•     Ability to meet deadlines.
•     Ability to provide customer with outstanding customer care and service at all times.
•     Present a positive, effective and flexible contribution to achieving team targets and objectives
•     Adhere to all Policies & Procedures
•     Protect confidential and sensitive information and materials
•     Collaborate with other team members to provide high quality support
•     Ensure constant self-development using day to day work, training, and any other available tool
•     Attend feedback sessions with Assessment Team
•     Be available for work at the scheduled shift start time and be logged on to the attendance management system.
•     Ability to handle constantly changing ticket flow; remain productive during slow times, be able to multitask effectively during busy times.
•     Creativity, Ability to think around problems and come up with creative solutions.
•     Ability to work with or without direct supervision.
•     Dealing with hardware and application support queries and issues reported to the support desk
•     Take ownership and responsibility of an issues from start through to a successful resolution

Ideal Profile:

•     Minimum 2-4 years relevant IT experience.
•     Prior experience in service desk.
•     Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
•     Autonomous, team player
•     Experience in ITIL process & procedure, Windows 2008/2012/2016 Windows 7/8/10 and Linux Desktop and Workstations, MS Office suite, VMWare and other common application and Tablet/mobile devices
•     General knowledge of PC/Server hardware and most common software (like SQL, Antivirus etc.); Keen to learn quickly new things
•     Excellent English language skills both verbal & written.
•     Analytical trouble shooting skills, with technical support background.
•     Good understanding of IT operations and related applications and IT systems
•     Maintain adequate knowledge of operating systems and application software used to provide a high level of support
•     Should be flexible and ready to stretch shift if there is requirement.
•     Should be able to handle pressure
•     Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
•     Participate in team meetings
•     Present a positive, effective and flexible contribution to achieving team targets and objectives
•     Ensure constant self-development using day to day work, training, and any other available tool
•     Ability to take feedback positively
•     Collaborate with other team members to provide high quality support
•     First Level of Troubleshooting for End user related issues.