
Service Desk Engineer
3 days ago
Provides 24x7 Service Desk support as defined by first response/Tier 1 support.
including hardware/software, passwords, and printer problems.
- 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.
**EXPERIENCE/KNOWLEDGE & SKILLS**
- 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.
- WheProvides 24x7 Service Desk support as defined by first response/Tier 1 support.
including hardware/software, passwords, and printer problems.
- 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.
**EXPERIENCE/KNOWLEDGE & SKILLS**
- 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 plusn 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
Pay: $1,634.01 - $2,300.00 per month
**Experience**:
- Service desk Engineer: 1 year (preferred)
Work Location: In person
-
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