Service Desk Engineer

Job Responsibilities:

• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Receives and handles requests for service, following agreed procedures.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloguing them by symptom and resolution
• Acts under guidance to record and track reliability data for the Site
• Systematically interprets user problems and identifies solutions and possible effects.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• Responds to common requests for service by providing information to enable fulfilment.
• Promptly allocates unresolved tickets as appropriate.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.

Qualification:

• Experience with Service Desk
• Ability to work as a team and develop efficient processes & workflows.
• A high level of attention to detail with solid problem solving and consultative skills.
• Strong verbal and written communication, organization, and time management skills.
• Demonstrated vendor management and negotiation skills.
• Demonstrated ability or aptitude to work cross-functionally with system and business owners, and technology staff.