What are the responsibilities and job description for the Lead Service Desk Engineer position at Accroid Inc?
Key Responsibilities
- Advanced Technical Support
- Troubleshoot and resolve complex hardware, software, and network-related issues.
- Serve as an escalation point for junior Service Desk Analysts, providing expert guidance and problem-solving.
- Actively contribute to maintaining and improving technical documentation, procedures, and knowledge base articles.
- Customer Service Excellence
- Demonstrate a high level of professionalism and empathy when engaging with end users.
- Ensure communication about issue status and resolutions is timely, clear, and customer-focused.
- Provide feedback to the team on best practices for handling difficult or complex customer situations.
- Reporting & Documentation
- Track and analyze service desk metrics (e.g., response times, resolution rates) to identify trends and opportunities for improvement.
- Assist in preparing regular reports on team performance and technical issues for management review.
- Maintain documentation on complex resolutions or system changes to facilitate knowledge transfer.
- Continuous Learning & Development
- Stay updated on emerging technologies, tools, and best practices in IT support.
- Share relevant insights and best practices with the team to foster collective growth.
