Service Desk Engineer

SERVICE DESK Support

JOB RESPONSIBILITIES:

• Provide user support via Phone, Email and ServiceNow automated ticket channels
• Track, categorize, prioritise, and monitor all incidents and request reported to the Service Centre
• Monitoring call volumes and trends to identify potential major incidents and problems
• Updating users on the status of their incidents and requests as they progress through the lifecycle.
• Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiries
• Identify recurrent trends and advise the Problem Manager
• Liaison with other Service Management Services including Problem and Change Management
• Support all Service desk Incidents and requests to meet Service Level Agreements (SLAs)
• Maintain a consistent high level of customer service to all stakeholders
• Non-Major Incident Mgmt. - Tracking and Monitoring tickets resolution, SLA
• VIP Support (including prioritisation and working with resolver groups)
• Maintain Self Help capability and extend capability to cover additional requests and automated incident resolutions.
• Perform initial investigation of incidents and problems and resolve all incidents that do not need to go to a second or third level support team
• Follow the Cyber Security Incident Management plan when incidents arise and participate in cyber simulation exercise

QUALIFICATIONS:  

• Atleast 2 to 4 years work experience as a IT service desk / helpdesk role
• Tech savvy with working knowledge of office automation products, databases and remote control 
• Ability to diagnose and resolve basic technical issues 
• Strong problem-solving skills and the ability to work under pressure. 
• Excellent communication skills, both verbal and written. 

• Familiar with using customer tools, including Service Now, and Genesys phone system.