
Service Desk Engineer
2 days ago
Provides 24x7 Service Desk support as defined by first response/Tier 1 support.
Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements.
Shift work is required..
CORE COMPETENCIES:
Analysing
Delivering Results and Meeting Customer Expectations
Achieving Personal Work Goals and Objectives
Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
**Requirements**:
Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on listening and questioning skills)
Excellent organisational skills
0.6 to 1 years previous IT Service Desk and/or Call Centre experience required
Managing incidents including business expectations and communication
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) that has authorized access to the network.
When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members
Develop trends by monitoring and analysing incoming calls, problems and support requests
Perform post-resolution follow ups to help requests
Reinforce SLAs to manage end-user expectations
ITIL Knowledge will be a plus.
**Job Types**: Full-time, Contract
**Salary**: $3,000.00 - $6,000.00 per month
Work Location: One location
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