Service Desk Engineer Job Description
We are seeking an experienced and skilled Service Desk Engineer to join our team. The ideal candidate will deliver exceptional technical support to clients, ensuring seamless operation of their IT environments.
Fundamental Responsibilities:
* 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, customer-focused experience during all interactions.
* Translate technical issues into clear, user-friendly language.
* Educate stakeholders on effective communication practices.
Service Management:
* Implement ITIL-aligned processes for incident, problem, and change management.
* Maintain up-to-date knowledge of SLA requirements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
Collaboration & Documentation:
* Develop strategic partnerships with internal teams and vendors to resolve complex issues.
* Update and maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues.
Required Skills and Qualifications:
* Proficiency in English and Spanish (written and verbal).
* At least 2 years of experience in an MSP environment.
* Hands-on experience with Salesforce or similar ticketing platforms.
* Strong troubleshooting and problem-solving capabilities.
* Excellent interpersonal and communication skills.