Job Opportunity
We are seeking an experienced Service Desk Engineer to provide technical support and resolve issues for our clients.
* Provide timely first- and second-line support via email and remote tools.
* Diagnose and resolve complex technical issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms effectively.
The ideal candidate will deliver exceptional technical expertise to ensure smooth operation of clients' IT environments.
Key Responsibilities:
Technical Expertise
* Provide prompt and professional support via multiple communication channels.
* Investigate and resolve technical issues involving multiple systems and applications.
* Monitor and meet Service Level Agreement (SLA) requirements for all client requests.
Client Interaction
* Deliver a personalized, customer-focused experience during all interactions.
* Translate complex technical issues into clear, user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up with stakeholders.
Service Delivery
* Implement efficient incident, problem, and change management processes aligned with ITIL best practices.
* Identify opportunities to enhance service delivery and improve client satisfaction through continuous improvement initiatives.