Service Desk Engineer - 24x7 Shift

Service Desk Engineer is to provide 24x7 frontline technical support and administration to our customers. You will act as the single point of contact for the service desk on a global client basis. Where feasible, you will address the customer query/issue or alternatively redirect queries to the appropriate area within the organisation.

Please note that this role requires availability to work shift pattern hours as per below: 

12 hrs shift pattern – 4 days from 08:00 to 20:00 hrs + 4 days off + 4 days from 20:00 to 08:00 hrs + 4 days off

• Acknowledge and respond to event notification  
• Work within predefined SLA for event resolution.  
• The 24x7 Service Desk will proactively respond and resolve to as many events as possible  
• The 24x7 Service Desk will escalate events as required to level 3 team members to resolve events as required. The level 3 team members are based off site.  
• Log all events in the incident record system 
• Log a ticket in the service management tool; and 
• Triage the incident, recording key information in the service management tool. 
• The 24x7 Service Desk will escalate to additional support (for example On-Call) as required. 
• Update Incident management log for future recurrence  
• Access management – password resets, provision of one-time passwords, etc.  
• Routine checks, tasks and Preventative Maintenance (Health checks, audits, backup management, systems management) 
• Ensure compliance with all IT Alliance and client policies and procedures – e.g. security policy etc.

• Commitment to learning and development of creative support solutions. 
• Process focused  
• Customer Orientated 
• Good communication and teamwork skills and interpersonal skills are key.