Overview
We are looking for a knowledgeable and customer-focused Service Desk Engineer to provide exceptional technical support in a hybrid working environment. This role involves collaborating with team members and clients to ensure high-quality service delivery, utilizing a proactive communication approach throughout the entire ticket lifecycle. The position also emphasizes continuous improvement of service desk processes within a diverse and global client base.
Responsibilities
- Act as a technical escalation point, providing mentorship to junior team members.
- Deliver high-quality technical support aligned with customer experience best practices.
- Maintain clear, proactive communication with customers throughout incident and request lifecycles.
- Apply ITIL principles to ensure reliable and customer-focused service delivery.
- Take full ownership of issues, ensuring timely and effective resolution.
- Contribute to the improvement, testing, and documentation of service desk procedures.
- Collaborate with internal teams to enhance the end-to-end customer experience.
Requirements
- Strong knowledge of the ITIL framework, including incident and major incident management.
- Demonstrated ability to effectively prioritize workloads in a fast-paced environment.
- Proven troubleshooting and problem-solving skills.
- Excellent communication skills demonstrating a customer-centric approach.
- Experience with Cisco, Windows Server, Active Directory, and Microsoft cloud technologies.
- Familiarity with PowerShell and IT service management tools.