IT Service Desk Engineer

SUMMARY:
The Service Desk Engineer is accountable for gathering information through a client conversation, lo

POSITION INFO:

Purpose

The IT Service Desk Engineer will be responsible for initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.

The Service Desk Engineer is accountable for gathering information through a client conversation, log on to support tools, and additional support staff (service resources) if needed. Issues outside the scope of their capability or responsibility are resolved by engaging with the next tier support engineer(s).

The Service Desk Engineer fixes the cases informed by consumers or customers. The Service Desk Engineer typically offer the first point of contact with the client. During the incident resolving process, service desk engineers work with other experts, vendors, and specialists to solve the incidents for the customers.

RESPONSIBLITY

Manage Support Requests: A significant responsibility of the Service Desk Engineer is to manage support requests that can come through a range of networks, such as email, chat, and telephone in a timely manner. They must document issue severity, and they must utilize standard procedures to resolve issues. The Service Desk Engineer must also maintain support tracking systems and follow-up with customers to ensure issues are resolved.

Resolve Technical Issues: The Service Desk Engineer must resolve technical issues in person or remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation so that they can better understand their systems.

Escalate Complex Cases: The Service Desk Engineer often must escalate customer support requests to the next Tier support if they are unable to resolve a particular issue on their own. The Service Desk Engineer then provide the specialists with details about the issue so that they can resolve it effectively.

REQUIREMENTS

Minimum Qualification: National higher diploma IT or equivalent 3 year qualification, pass rate of 70% and above.

Minimum Experience: 3-5 years’ experience in the IT industry as an IT Support or desktop support technician, preferably in production environment. ITIL Foundation.

Manage Service Documentation: The Service Desk Engineer must maintain comprehensive records of issues relating to both software and hardware.

Competency of the following:

Microsoft Server Technologies

Telecommunications technologies

Desktop / Hardware / Printer support

Networking technologies

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