Senior Service Desk Engineer

A senior service desk engineer is a vital point of contact for users seeking assistance with IT-related issues and mentoring other members of the Service Desk team. A senior service desk engineer’s primary functions include:

• Incident Management: Quickly addressing user inquiries and technical problems to minimize downtime and maintain productivity.
• Service Request Fulfilment: Processing requests for new services or modifications to existing services efficiently.
• Problem Management: Identifying and analyzing recurring issues to implement effective solutions and prevent future occurrences.
• Knowledge Management: Creating and maintaining a comprehensive knowledge base to facilitate quicker resolutions and improve service delivery.
• Ticket Escalation: Supporting other members of the team with ticket resolution through mentorship
• Queue Management: Monitoring the incoming ticket queue and SLAs

Essential:

• Technical Proficiency: Strong understanding of operating systems, networks, and troubleshooting techniques.
• Communication Skills: Ability to explain technical concepts clearly to non-technical users.
• Problem-Solving: Analytical thinking to diagnose and resolve issues efficiently.
• Customer Service Orientation: A focus on user satisfaction and empathy for those experiencing technical challenges.
• Adaptability: Quick learning and responsiveness to new technologies and changing environments.
• Team Collaboration: Working effectively with other IT professionals to resolve issues.
• Time Management: Efficiently manage time to handle multiple tasks and meet deadlines.
• Attention to Detail: Meticulous approach to identify and resolve issues accurately.

Preferred:

• 2 years’ experience working as a 2nd line engineer or 3 years’ experience working as a 1st line engineer
• Experience working over multiple sites, providing a high level of IT support and service across a range of end-user technologies,
• Providing service desk case management and coordinating technical support services within a global business

Requirements:

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Providing on-site support for the 3rd line team.
• Record, track and document the service desk request ticket resolution process, including all decisions made, and actions taken, through to final resolution.
• Build rapport with service desk customers.
• Escalate problems (when required) to the Service Desk Manager.
• Assist in the deployment of new hardware to users as required.
• Issue, Track and record changes in assets as set out by the company policies
• Develop help sheets and FAQ lists for end users.
• Assisting in providing 1st line service support when ticket volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Follow SLAs to manage end-user expectations.
• Monitor the Queue and provide support to the team to help meet their SLAs.
• Participate in the On-Call support for out-of-hour emergency cover.