IT Service Desk Engineer

Job Summary

• As Service Desk Engineer will act as the first point of contact to report issues and faults relating to the service.
• To provide 1st level of support for the following;
• Hardware & Software issues for desktops and Laptops
• Operating system issues
• Printer, Scanner & IP Phone issues
• Banking application issues
• LAN issues
• The team works on all the Incident and request assigned to them

Ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products. This is a demanding support position, which calls for excellent customer service and support skills.

Key Accountabilities

1. Member of IT Service Desk Team.
2. Dealing with incoming faults in a professional, courteous manner over the phone ,via email & On site.
3. Taking ownership of faults and managing them in a logical and methodical manner.
4. Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
5. Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
6. Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
7. Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
8. Diagnosing and resolving problems to the customers satisfaction
9. Maintain and develop own knowledge and skills to assist with first time fault resolution.
10. Identify and escalate repeat issues or service risks into service management teams.
11. Sharing knowledge with team colleagues