Job Title: Service Desk Engineer
Sycomp is a global IT services and logistics provider with extensive expertise in cloud, data center, endpoint management, and security solutions.
The ideal candidate will provide technical support to clients via email and remote tools. This includes diagnosing and resolving issues involving Office 365, Salesforce, Slack, and other business applications.
Key Responsibilities:
Technical Support
* Provide first- and second-line 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 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.
Collaboration & Documentation
* Work closely 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.
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.