Service Desk Engineer

Role Summary:

Key Responsibilities:

• Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.
• Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.
• Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.
• Analyze technical problems reported by end users via email, calls, or chat, and provide the first level of business perspective solutions.
• Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.
• Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.
• Monitor ongoing service requests and incidents, ensuring timely communication to end users.
• Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.
• Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.
• Create and update knowledge base articles to document solutions for recurring issues.
• Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.

Skills, Knowledge, and Experience:

• ITIL Knowledge: Case management, ticketing tool lifecycle experience.
• Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.
• Strong analytical skills and attention to detail.
• Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.
• Certifications: Any ITIL and Automation certified professionals will be preferred.
• Availability: Ability to work in a 24/7 environment and in rotational shifts.