Service Desk Engineer
Job Summary:
We are seeking a highly skilled and motivated Service Desk Engineer to join our dynamic team. The ideal candidate will deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments.
Key Responsibilities:
* Provide first- and second-line support via email and remote tools
* Diagnose and resolve issues involving business applications such as Office 365 and Salesforce
* 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
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 and Salesforce
* Administer user accounts, permissions, and configurations
* Stay current with emerging technologies and best practices
Requirements:
* Bachelor's degree in Computer Science or related field
* Minimum 2 years of experience in IT service desk environment
* Excellent communication and problem-solving skills
Benefits:
* Ongoing training and development opportunities
* Award-winning team culture
* Competitive salary and benefits package
About Us:
We offer a collaborative and supportive work environment that fosters growth and innovation. Our team is passionate about delivering exceptional service and making a real difference in the lives of our clients. If you're looking for a challenging and rewarding career opportunity, we encourage you to apply.