Technician Retail Service Desk

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.

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.