About Auxilion
Award-winning provider of IT support services, technologies, and consulting.
Role Overview
We are seeking a skilled Service Desk Engineer to provide frontline technical support and administration to customers experiencing issues with IT Services within our Service Catalog.
Key Responsibilities
1. Incident and Request Management:
* Manage customer incidents and requests, identifying the issue, logging or processing the incident/request, and tracking progress of the resolution process.
* All tickets will be managed via our IT Service Management software to ensure timely and diligent processing of client incidents/requests.
2. Technical Troubleshooting:
* Use technical knowledge to troubleshoot issues and provide solutions to customers.
* Engage with level 2 & 3 technical teams to resolve more complex issues (P3 & P4 incidents only within the remit of the Service Desk team).
3. Customer Communication:
* Communicate with customers in a professional and courteous manner, providing updates on incident/request status and managing customer expectations.
* Communicate with customers over the phone, email, chat, or in person.
4. Knowledge Management:
* Manage and update the knowledge base containing information about known issues, workarounds, and solutions to problems.
* Ensure technical teams can resolve incidents efficiently.
5. Escalation Management:
* Help identify incidents that can evolve into Primary Incidents (P2, P1) and escalate them to Technical teams and Management to ensure resolution within established service level agreements (SLAs).
6. Administrative Tasks:
* Process requests via ServiceNow encompassing administration of access/removal requests to various systems via (not limited to) AD, MS Exchange, RSA, and Varonis.
Requirements
* Technical Competencies:
o IT Qualifications (COMPTIA A+, CCNA or Equivalent Experience)
o Networking LAN knowledge
o ServiceNow
o Operating Systems
o Soft skills
o PC proficiency
o System administration (AD, MS Exchange, RSA)
* Business Competencies:
o An upbeat, can-do attitude
o Fluent in English (Written & Verbal communication)
o Problem-solving aptitude
o Quality focus
o Customer Service focus
o Skill: IT Qualifications Network LAN ServiceNow Operating Systems System Administration Troubleshooting Customer Service