Service Desk Engineer

Responsibilities 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 such as 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 customers’ needs, to deliver the services they require and to improve our products and services. 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. Qualifications At least 1 year of experience in technical Service Desk industry. 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. MS Office 365. Windows 11 Desktop OS. MS Outlook / Exchange. Good understanding of TCP/IP/DHCP/DNS networks. #J-18808-Ljbffr