Service Desk Engineer Role
Our organization is seeking a skilled Service Desk Engineer to provide exceptional technical support to clients.
* Support clients through email and remote tools.
* Resolve issues involving Office 365, Salesforce, Slack, and other business applications.
* Manage incidents and service requests across various platforms.
Key Responsibilities:
Technical Expertise
* Demonstrate fluency in English and Spanish (written and verbal).
* Exhibit hands-on experience with Salesforce or similar ticketing platforms.
* Show strong troubleshooting and problem-solving capabilities.
Client Interaction
* Deliver professional customer-focused experiences during all interactions.
* Translate technical issues into clear user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
Service Delivery
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* 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.