Service Desk Engineer

About the role

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 such as software installations, data and application access, including setting up new hires for technology requirements.

Responsibilities

• 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.

Requirements

• 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

Qualifications

• 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

Benefits

Salary Range- $29,000-$30,000 a year