Service Desk Engineer

IT Service Desk Engineer

Day to day management of the First Line Service Desk function:

a. Ensure that the Service Desk is an excellent deliverer of Customer Service

b. Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team

c. Be responsible for the operational management of call assignments within the Service Desk team

d. Undertake a weekly review of the First Line Service Desk call queues

Language skills: Fluent English (written and spoken)

• Ability to understand the business objectives
• Must have a good understanding of the organization and their infrastructure
• ITIL Certification. Strong Knowledge especially on Service Desk, Incident, Problem, and Change Management
• Experience working with ServiceNow
• Reviews metrics daily identifying trends in the environment.
• Troubleshooting experience with the following:
• Windows Operating systems
• Active Directory
• O365 Suite Applications
• VPN (Pulse Secure, Any connect Etc)
• SAP
• VDI
• Knowledge on endpoint management suites like SCCM, Desktop Central)

  Role & responsibilities

Preferred candidate profile