About the job

JOB SUMMARY

We are looking for an experienced IT Service Desk Engineer to join our team. As an IT Service Desk Engineer, your role is to oversee the entire Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions.

JOB RESPONSIBLITIES

Strategy & Planning:

• Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Acquisition & Deployment:

• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Operational Management:

• Manage the processing of incoming calls to the Service Desk via System, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.

JOB REQUIREMENTS

• Bachelor’s Degree in the field of computer science, information technology, or related field and/or 5 years equivalent work experience.
• 5 years of comprehensive working experience as an IT Service Support Specialist or a similar role in a company.
• Good communication and multitasking skills