Service Desk Engineer Role
We are seeking a skilled Service Desk professional to fill this critical role.
Key Responsibilities:
* Provide first- and second-line technical support via email and remote tools.
* Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms.
Client Interaction:
* Deliver a professional, customer-focused experience during all interactions.
* Translate technical issues into clear, user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
Service Management:
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* Monitor and meet SLA requirements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
Tools & Technology:
* Use and support applications such as Office 365, Salesforce, and Slack.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.
----------------------------------- Technical Requirements
* Experience working with helpdesk software such as Zendesk or Freshdesk.
* Familiarity with Microsoft Office and Google Workspace.
* Strong understanding of cloud-based applications and services.
----------------------------------- Benefits include the opportunity to work with a dynamic team in a fast-paced environment. You will have access to ongoing training and development opportunities, as well as a competitive compensation package.