Service Desk Engineer

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Experience and personal qualities:-

• 1-4 year experience in IT or similar customer support/service delivery role
• Excellent customer service skills with a high level of focus on quality
• Ability to communicate in a clear and professional manner
• Problem solving and analytical skills and ability to work under pressure
• Excellent inter-personal skills (verbal and written)
• Clear understanding and interest in current and emerging IT technologies
• Beneficial to have an awareness of the IT industry in general
• An understanding and interest in the use of IT within business functions

Incident Management:-

• To ensure all calls are updated and resolved within SLA targets.
• To endeavor to provide an Above Customer Expectation service
• Undertake first line resolution activities
• Participate in on-going review and maintenance of the IT Service Desk processes
• To take part in knowledge sharing activities to include both business and technical knowledge sharing.

Call Management:-

• Deliver best practices of call management:
• To ensure that all calls are logged accurately within IT Service Desk
• Capture detail & correct information pertaining to all inbound calls