Service Desk Engineer

Position Title:

• Workplace related queries and issues.
• M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).
• Identity and Access Management queries.
• Infrastructure related problems for service provided to Environment Testing Europe.
• Applications related problems requiring triage to respective application support group.

Main activities, but not limited to, are:

• Register, classify, route, follow-up and resolve request according to internal processes.
• As 1st Level Support Provides technical support to end-users by identifying problems, researching and answering questions, troubleshooting problems or forward them to the 2nd level support
• Own the incoming requests and manages escalations.
• Support in creation operational documents/instructions for Service Desk team.
• Identify and document Workarounds.
• Support maintenance and accuracy of Knowledge articles available for end-users via service portal.
• Identify candidates for Service Catalogue items based on commonly requested items by end users.

REQUIRED SKILLS

• 2+ years of experience in Service Desk agent function.
• Basic understanding of Azure Cloud and M365.
• Excellent communication and interpersonal skills.
• Very good command of English written and spoken.
• Can do approach and capability to work in dynamically changing environment.

Below skills will be an advantage:

• Service Now, BMC Helix knowledge.
• ITIL Foundation certificate.
• Azure Cloud knowledge.

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