Service Desk Engineer

Role & responsibilities

• As a Service desk Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns
• Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins
• Identify and escalate tickets requiring urgent attention and action
• Log all contacts and document all the activities and results accurately and completely within the incident management tool
• Deal with and resolve helpdesk requests
• Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner
• To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles
• Open to working in a 24x7 environment with rotating shifts and rotating weeks off 

Preferred candidate profile

• Excellent communications skills (verbal and written)
• Knowledge on ITIL Framework and Terminologies
• Knowledge on Windows, Mac operating systems & VDI environments
• Demonstrated problem solving capabilities
• Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
• Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN, and technologies/Active Directory/BSOD/VDI /OS365
• Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
• Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc..

Perks and benefits

• Transport Facility
• Shift Allowances