Service Desk Engineer Role
We are seeking a skilled and motivated Service Desk Engineer to provide exceptional technical support to our clients.
Key Responsibilities:
* Deliver 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 Skills:
* Provide a professional and customer-focused experience during all interactions.
* Translate technical issues into clear and user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
Service Management Practices:
* 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 and 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.