Service Desk Engineer

Responsibilities:

1. Responsible for calls, emails, chat, and resolving or troubleshooting.
2. 1st or 2nd line technical support as per SLA.
3. Knowledge/Experience on Servicenow, Azure AD, Exchange Online, Power BI, Power Automate, Mac OS, Microsoft VDI, VIP Support (please highlight in your CV what you have knowledge/experience on).
4. Responsible for creating Knowledge Articles based on the issues reported and ensuring the KB's are always up to date with the solutions.
5. Strong Knowledge of the ITIL Process and ITSM tools.
6. Receives and handles requests for service, following agreed procedures.
7. Promptly allocates calls as appropriate.
8. Address user tickets regarding hardware, software, and networking.
9. Walk customers through installing applications and computer peripherals.
10. Ask targeted questions to diagnose problems & guide users with simple, step-by-step instructions.
11. Conduct remote troubleshooting.
12. Test alternative pathways until we resolve an issue.
13. Customize desktop applications to meet user needs.
14. Record technical issues and solutions in logs.
15. Direct unresolved issues to the next level of support personnel.
16. Follow up with clients to ensure their systems are functional.
17. Report customer feedback and potential product requests.
18. Help create technical documentation and manuals.
19. Logs incidents and service requests and maintains relevant records:
20. Identifies and classifies incident types and service interruptions.
21. Records incidents cataloguing them by symptom and resolution.
22. Acts under guidance to record and track reliability data for your services.
23. Systematically interprets user problems and identifies solutions and possible side effects.
24. Uses experience to address user problems and interrogates database for potential solutions.
25. Escalates complex or unresolved incidents.
26. Records and tracks issues from outset to conclusion.
27. During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
28. Responds to common requests for service by providing information to enable fulfilment.
29. Maintains records, informs users about the process and advises relevant persons of actions taken.
30. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
31. Contributes to the creation of support documentation.
32. Acts as the routine contact point, receiving and handling requests for support.
33. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.