Service Desk Engineer
Job Description
Service Desk Engineer
Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, addressing technical issues over the phone and by remote console.
Directly assist clients with any end-user issue for general faults by use of troubleshooting methods, through to resolution.
Support customers with non-fault-related requests e.g. software installations, data and application access, including setting up new hires for technology requirements.
Function as part of a complete service team providing the most effective solution to meet our customers needs, to deliver the services they require and to improve our products and services to them.
Regularly identify repetitive faults through communication with other support groups and service desk leadership team.
Liaise with business areas providing guidance and solutions, identifying technology enhancements proactively with a view to improving day-to-day productivity.
Contribute to process or knowledge documentation, as required.
Be involved in the test and implementation phases for changes and enhancements of systems and applications used by the business units.
Qualifications
- At least 1 year of experience in technical Service Desk industry
- Excellent Communication Skills - written, oral
- Ability to identify and diagnose issues
- MS Office Professional (All Flavours)
- Operational Systems knowledge (Windows, Vista, etc.)
- High level of technical ability, investigation and problem solving
- Ability to work across functions and reporting lines to drive and achieve results
Desirable competencies:
- MS Office 365
- Windows 11 Desktop OS
- MS Outlook / Exchange
- Good understanding of TCP/IP/DHCP/DNS Networks
- Corporate Mobile Devices
- BYOD O365 Mobile Suite
- VDI (Virtual Desktop Infrastructure)
- Active Directory MS SCCM
- Helpdesk / Call Management system
Salary
Salary Range: $29,000-$30,000 a year
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