Service Desk Engineer

Job Description

The Service Desk Engineer is the entry point into the Service Desk via phone, email, chat 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 KCI. 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.
 
Roles & Responsibilities:

• Answers phone /chat contacts promptly and professionally and ensures delivery of Phone /chat SLAs
• Creates a Ticket for new call into the Service management tool.
• Communicate response times for dispatched tickets to KCI end users
• Identify and resolve end user 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 performed 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 end users 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.

Experience:

• Minimum 3 years relevant IT experience.
• Prior experience in service desk.
• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
• Team player
• Experience in ITIL process & procedure, Windows 10/8/7, MS Office suite, other common application and Tablet / mobile devices
• General knowledge of PC hardware and most common software; Keen to learn quickly new things
• Excellent English (German and Japanese) language skills both verbal & written.
• Analytical troubleshooting skills, with technical support background