Service Desk Engineer

The Service Desk Engineer is to provide frontline technical support and administration to customers who are experiencing issues with IT Services within our Service Catalog.

You will work directly on a client site working closely with the in-house team to provide the best possible technical service and customer experience that the client requires.

• Incident and Request Management: The service center agent is responsible for managing customer incidents and requests, including identifying the issue, logging or processing the incident or request at hand, and tracking the progress of the resolution process. All tickets will be managed via our IT Service Management software to ensure that our clients incidents/requests are processed in a timely fashion with due diligence.
• Technical Troubleshooting: Service Desk’s “Service Desk Agent” is responsible for using their technical knowledge to troubleshoot issues and provide solutions to customers. This may involve engaging with level 2 & 3 technical teams to resolve more complex issues, although P3 & P4 incidents will only be within the remit of the Service Desk team.
• Customer Communication: The Service Desk’s “Service Desk Agent” is responsible for communicating with customers in a professional and courteous manner, providing updates on the status of incidents and requests, and managing customer expectations. This may involve communicating with customers over the phone, email, chat, or in person.
• Knowledge Management: Being a core member of the Service Desk Team, The Service Desk Agent” is also responsible for managing and updating the knowledge base, which contains information about known issues, workarounds, and solutions to problems. This helps to ensure that technical teams can resolve incidents in an efficient manner.
• Escalation Management: The service center agent is responsible for helping to identify incidents that can evolve into Primary Incidents (P2, P1) and will in turn escalate these incidents to the appropriate Technical teams and Management to ensure these incidents are resolved within established service level agreements (SLAs). 
• Processing requests via ServiceNow that encompass administration of access/removal requests to various systems via (not limited to)AD, MS Exchange, RSA and Varonis.

• An upbeat can do attitude
• Fluent in English (Written & Verbal communication)
• Problem solving aptitude
• Quality focus
• Customer Service focus