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Service Desk Engineer
hace 2 semanas
Who we are looking for
A Service Desk Engineer, who will act as the single point of contact for all users for incident resolution and service requests.
The service desk is a fast-paced team that offers a variety of development opportunities. We hire people with a broad range of technical and customer-focused skills to allow us to respond to all technological challenges and provide support to our employees all over the world.
From incident resolution to request fulfillment, you will be responsible for ensuring that employees have the necessary equipment and resources to perform their roles. You will be required to communicate effectively over calls and live chat and capture information and escalate as required, in line with business processes.
Proficiency in English, Spanish, and Portuguese is essential for effective communication.
As a 24-hour business, our rota coverage will be arranged according to the requirements of the organisation.
Preferred Skills, Qualifications and Experience
- Strong interpersonal and customer service skills, with a commitment to providing exceptional support to end-users.
- Excellent technical, analytical and troubleshooting skills, with the ability to diagnose and resolve a wide range of IT issues efficiently.
- Strong communication skills, both written and verbal, ensuring clear and effective interaction with users and team members.
- Quick learner, with the ability to adapt to new technologies and processes with ease.
- Self-motivated and capable of working independently, while also contributing to a collaborative team environment.
Main Responsibilities
- Answering phone calls within Service Level Agreements (SLA's), whilst providing an excellent customer experience.
- Handling Live Chats efficiently and professionally.
- Logging, progressing and providing updates on tickets for incidents and service requests.
- Ensuring that first line incidents are resolved quickly and efficiently.
- Ensuring that second line incidents are investigated and promptly escalated where required.
- Managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA's.
- Providing remote and on-site support and fixes.
- Providing administrative support to ensure that business critical processes are adhered to.
- Maintaining and administering user accounts in line with security requirements.
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