About the Role
The IT Service Desk Engineer will provide frontline technical support and administration to customers experiencing issues with IT services.
Key Responsibilities:
* Incident and Request Management: Manage customer incidents and requests, including identifying issues, logging or processing incidents, and tracking resolution progress.
* Technical Troubleshooting: Use technical knowledge to troubleshoot issues and provide solutions to customers, engaging with level 2 & 3 technical teams as needed.
* Customer Communication: Communicate with customers in a professional and courteous manner, providing updates on incident status and managing customer expectations.
* Knowledge Management: Manage and update the knowledge base, containing information about known issues, workarounds, and solutions.
* Escalation Management: Identify incidents that may evolve into Primary Incidents and escalate them to appropriate technical teams and management.
Technical Competencies:
* IT Qualifications (COMPTIA A+, CCNA or Equivalent Experience)
* Networking LAN knowledge
* Service Now Operating systems
* Soft skills PC proficiency System administration (AD, MS Exchange, RSA)
Business Competencies:
* An upbeat can do attitude
* Fluent in English (Written & Verbal communication)
* Problem solving aptitude Quality focus Customer Service focus