Who we are looking for

A Service Desk Engineer, who will act as the single point of contact for all users for incident resolutions and service requests.

We are a technical Service Desk that provides support to our employees all over the world. From incident resolution to request fulfilment, you will be responsible for ensuring that employees have the necessary equipment and resources to perform their roles. You will be required to communicate effectively over calls and Live Chat to troubleshoot, capture information and escalate as required, in line with business processes.

The Service Desk is a fast paced team that offers a variety of development opportunities. We hire people with a broad range of technical and customer focused skills to allow us to respond to all technological challenges.

Preferred skills and experience

• Strong interpersonal and customer service skills.
• Excellent technical, analytical and troubleshooting skills.
• Strong communication skills, both written and verbal.
• Quick to learn.
• Self-motivated with the ability to work unsupervised.

Main Responsibilities

• Answering phone calls within Service Level Agreements (SLA's), whilst providing an excellent customer experience.
• Handling Live Chats efficiently and professionally.
• Logging, progressing and providing updates on tickets for incidents and service requests.
• Ensuring that first line incidents are resolved quickly and efficiently.
• Ensuring that second line incidents are investigated and promptly escalated where required.
• Managing open incidents, working with second and third line teams to gain the fastest resolution based on incident SLA's.
• Providing remote and on-site support and fixes.
• Providing administrative support to ensure that business critical processes are adhered to.
• Maintaining and administering user accounts in line with security requirements.

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