Service Desk Role & Responsibilities:
The primary role of Service Desk Engineer is to provide first level telephony and customer facing support, taking calls, handling the resulting incidents or Service Requests in line with defined process.
Restore normal service for users as quickly as possible.
Escalate unresolved or Priority incidents reported by users to next level in a timely manner and as per agreed SLA and escalation process.
Keep user Informed of the status. Ensure satisfactory resolution of problem.
Receive and record technical and/or application support calls from end users.
Address technical issues through phone, E-mail chat and remote access
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to next level in accordance with Service Desk escalation processes.
Maintain overall ownership of users issue & service ensuring that they receive resolution within a reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
To liaison between various teams such as change management, incident management and implementation, in accordance with schedules
Ability to use Service Desk standards and follow guidelines, as well as help others interpret policies.
Update various repositories and KB
Provide accurate and creative solutions to customer problems of moderate nature to ensure customer productivity.
Assist in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.
Report to senior managers on any issue that could significantly impact the business
Service Desk Engineer Desired Characteristics:
Customer Focused, Good Clear communication skills, Can and will do Attitude
Active Listening, Speak Business and IT, Sense of Humour.
Multitasking, Willingness to learn
Ability to work independently and in a team environment.
Ability to communicate well with internal and external contacts.
Business and Technical writing skills, Presentation skills would be an added advantage
Strong work ethic, detail oriented as well as excellent written communication skills.
Sound problem resolution, judgment and decision-making.
Strong interpersonal and organization skills, successful in working both independently and in a team environment.
Strong problem solving skills. Aptitude for providing excellent customer service.
Service Desk Engineer Desired Skill Set:
MCSE & ITIL Foundation certification preferred.
1 to 2 years Voice based Service desk work experience in a business environment.
Must have knowledge in Support the following technologies: Microsoft Office 2007, Office 2010, Office 2013 products Outlook, Word, Excel, Access, Internet Explorer, Windows XP, Windows 7, Windows 8 desktops, laptops, printers, networked copiers, NICs, basic LAN/WAN connectivity and others as assigned.
Exposure to ticketing tools such as BMC remedy, Service now is must
Good problem solving skills, coordination between teams and telephone etiquette.
Knowledge of multiple desktop programs, configuration and debugging techniques.
Experience with TCP/IP and general networking issues.
Experience providing superior customer service and support.
Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the IT Services and infrastructure.