Technical Support Role
The Service Desk Engineer position involves delivering exceptional technical support to clients, ensuring seamless operation of their IT environments.
1. Support Services:
* Provide expert assistance via email and remote tools
* Diagnose and resolve issues with business applications, including Office 365, Salesforce, Slack, and others
* Manage incidents and service requests across multiple platforms
2. Client Interaction:
* Deliver professional experiences during client interactions
* Translate technical issues into clear language
* Escalate unresolved issues and ensure timely follow-up
3. 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
4. Collaboration & Documentation:
* Collaborate with internal teams and vendors to resolve complex issues
* Maintain accurate documentation of incidents, changes, and resolutions
* Create and update knowledge base articles for recurring issues
5. Tools & Technology:
* Use and support a range of applications, including Office 365, Salesforce, and Slack
* Administer user accounts, permissions, and configurations
* Stay current with emerging technologies and best practices