The Technician Retail Service Desk serves as the company's single point of contact for all IT & Network related outages, providing first line technical support to internal staff. The Service Desk Engineer is tasked with analyzing and distributing trouble tickets to the appropriate technology team.
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Key Responsibilities:
- Ensure full availability of Service Desk telephone and email support 24/7.
- Serve as the first point of contact for customers seeking technical assistance via phone or email.
- Pro-actively monitor support mailboxes and log in the system.
- Resolve or escalate customer-reported incidents and service requests and log them in the service desk tool.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Direct unresolved issues to the next level of support resolver group.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Identify and suggest possible improvements on procedures.
Qualifications:
- B.Sc. in Telecommunications/Computer Engineering.
Experience:
- 1-3 years solid experience in a telecom environment.
- Telecom Engineering graduate or equivalent.
Skills:
- Knowledge of using the HP Service Management tool.
- Proficient in MS Office.
- Ability to work effectively in a 24 x 7 x 365 environment.
- Friendly disposition with good customer service skills to communicate technical situations to non-technical personnel.
- Ability to handle multiple tasks, prioritize, and demonstrate excellent follow-through on each task.
- Clear and concise expression in both oral and written communication.
