Job Summary
- As Service Desk Engineer will act as the first point of contact to report issues and faults relating to the service.
- To provide 1st level of support for the following;
- Hardware & Software issues for desktops and Laptops
- Operating system issues
- Printer, Scanner & IP Phone issues
- Banking application issues
- LAN issues
- The team works on all the Incident and request assigned to them
Ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products. This is a demanding support position, which calls for excellent customer service and support skills.
Key Accountabilities
- Member of IT Service Desk Team.
- Dealing with incoming faults in a professional, courteous manner over the phone ,via email & On site.
- Taking ownership of faults and managing them in a logical and methodical manner.
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
- Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
- Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Diagnosing and resolving problems to the customers satisfaction
- Maintain and develop own knowledge and skills to assist with first time fault resolution.
- Identify and escalate repeat issues or service risks into service management teams.
- Sharing knowledge with team colleagues
Skills
Education
- Bachelor degree or equivalent