Service Desk Engineer

Summary

As a Service Desk Engineer, you will play a vital role in providing efficient and timely support to our organization's users through the ServiceNow ticketing tool. You will be responsible for managing and resolving various IT-related issues, ensuring smooth operations, and delivering excellent customer service.

Responsibilities

• Receive, prioritize, and assign tickets generated by users via the ServiceNow ticketing tool.
• Monitor ticket queues and ensure tickets are handled promptly according to defined SLAs.
• Update ticket status, track progress, and ensure proper closure with detailed resolution notes.
• Provide first-level technical support and troubleshooting assistance to end-users.
• Resolve common IT-related issues, including software, hardware, network, and access problems.
• Escalate complex issues to the appropriate teams and ensure timely resolution.
• Deliver exceptional customer service, ensuring users' needs and concerns are addressed promptly and professionally.
• Communicate with users in a clear and courteous manner, providing updates on ticket progress and issue resolution.
• Maintain accurate records of all ticket activities, including ticket details, user interactions, and resolutions.
• Update the knowledge base with solutions to recurring issues, enabling faster problem resolution.
• Identify areas of improvement in the ticketing process and recommend enhancements to streamline workflows.
• Participate in team meetings to share insights and contribute to process optimization.

Qualifications

• Bachelors Degree in IT; or additional technical training are a plus.
• Proven experience as a Helpdesk Operator or in a similar IT support role for at least 6-10 years.
• Proficiency in using the ServiceNow ticketing tool or other IT service management platforms.
• Solid understanding of IT systems, hardware, software, and network troubleshooting.
• Strong problem-solving skills with a focus on issue resolution and user satisfaction.
• Excellent communication and interpersonal skills to interact effectively with end-users and team members.
• Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.
• Attention to detail and a proactive approach to addressing user concerns.

Benefits

• An extensive mobility program for a healthy work-life balance.
• A permanent training track which allows you to develop yourself personally and professionally.
• A stimulating, innovative workplace with numerous growth opportunities.
• A people-oriented environment with an interactive health program and a focus on employee wellbeing.