Service Desk Engineer

Job Type
Network Engineer

Customer Service

Job Description

Job Responsibilities:

• Logging all relevant incident/service request details, allocating categorisation and prioritisation codes.
• Providing first-line investigation and diagnosis using approved tools, systems and procedures.
• Resolving/fulfilling incidents/service requests that are in scope.
• Engaging and arranging external technical support where hands and eyes support are required on-site.
• Following-up with external technical support organisations including 3rd parties until incident/request resolution/fulfilment.
• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
• Keeping customers informed of progress.
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Closing all resolved/fulfilled incidents/requests and other queries.
• Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
• Ensure the Configuration Management System (CMS) is maintained/updated.
• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
• Ensure communication at all times is clear, concise, meaningful, professional and efficient.
• Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
• Understanding of and familiarity with Customers’ services and solutions.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (customer, 3rd party, internal).

Experience Required:

• MS Office – Intermediate
• Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT)
• 12+ months experience in Customer Service/Contact Centre/Help Desk/Service Desk role
• 12+ months in a process driven organisation
• Experience working in a multi-cultural/international environment
• General ICT industry understanding
• High School Degree in IT related discipline
• BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress)
• CCENT knowledge, Network+ or equivalent (complete or in-progress)

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