Service Desk Engineer Job Description
This role is focused on delivering exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments.
* 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.
Key Responsibilities
* Technical Support
o Utilize skills and knowledge to provide expert technical assistance.
o Diagnose and resolve complex issues efficiently.
o Ensure accurate logging and tracking of incidents.
Client Interaction
* Deliver a professional customer experience during all interactions.
* Effectively communicate technical issues in clear, user-friendly language.
* Evaluate and escalate unresolved issues as needed.
Service Management
* Implement and maintain ITIL-aligned processes for incident management.
* Monitor and meet SLA requirements for client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
Collaboration & Documentation
* Cultivate effective working relationships with internal teams and vendors.
* Maintain comprehensive documentation of incidents and resolutions.
* Develop and update knowledge base articles for recurring issues.
Tools & Technology
* Utilize a range of applications including Office 365, Salesforce, and Slack.
* Configure user accounts, permissions, and settings effectively.
* Stay current with emerging technologies and best practices.