Service Desk Engineer

Responsibilities:

• Supporting all users onsite and remotely
• First point of contact onsite for any I.T related issues i.e. desktop and peripherals, Windows 10, AD, network devices, printers, I.P telephone issues or faults.
• Investigate and diagnose, escalate and dispatch the fault through to the appropriate fixer group for problem resolution as per escalation matrix with all technical data via tools like ITSM
• Build and strengthen working relationship with relevant network escalation groups to assist in effective resolution of customer faults.
• Assisting with Customer Device and Application Configuration.
• Working with customers/employees to identify problems and advising on the solution.

Required:

• Demonstrated experience in I.T customer service (Helpdesk or similar).
• Demonstrated highly developed analytical, problem-solving and organisational skills.
• Demonstrated ability to troubleshoot and implement creative solutions.
• Excellent telephone, client service, interpersonal and communication skills.
• Experience in troubleshooting and resolution of technically related issues.
• Understanding of technical concepts and willingness to work in a dynamic and high volume work environment.
• Understanding of ITIL process or previous experience in ITIL environment is highly advantageous.