Service Desk Engineer

Service Desk Engineer

Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, addressing technical issues over the phone and by remote console.


Directly assist clients with any end-user issue for general faults by use of troubleshooting methods, through to resolution.


Support customers with non-fault-related requests e.g. software installations, data and application access, including setting up new hires for technology requirements.


Function as part of a complete service team providing the most effective solution to meet our customers needs, to deliver the services they require and to improve our products and services to them.


Regularly identify repetitive faults through communication with other support groups and service desk leadership team.


Liaise with business areas providing guidance and solutions, identifying technology enhancements proactively with a view to improving day-to-day productivity.


Contribute to process or knowledge documentation, as required.


Be involved in the test and implementation phases for changes and enhancements of systems and applications used by the business units.

At least 1 year of experience in technical Service Desk industry


Excellent Communication Skills - written, oral


Ability to identify and diagnose issues


MS Office Professional (All Flavours)


Operational Systems knowledge (Windows, Vista, etc.)


High level of technical ability, investigation and problem solving


Ability to work across functions and reporting lines to drive and achieve results


Desirable competencies:


MS Office 365


Windows 11 Desktop OS


MS Outlook / Exchange


Good understanding of TCP/IP/DHCP/DNS Networks


Corporate Mobile Devices


BYOD O365 Mobile Suite


VDI (Virtual Desktop Infrastructure)


Active Directory MS SCCM


Helpdesk / Call Management system

Salary Range- $29,000-$30,000 a year


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