1st Line Service Desk Engineer Job Description Template
Our company is looking for a 1st Line Service Desk Engineer to join our team.
Responsibilities:
- Managing personal queue, ensuring all tickets are progressed and updated at regular intervals;
- Producing documentation and knowledge-based articles where required;
- Flexibility to attend some of our many customers sites around the country and provide on-site support;
- Providing end-user support via remote technologies and telephone support;
- Updating, progressing and closing 1st line tickets, meeting strict SLAs;
- Identifying potential security incidents or major incidents with a wide scope of impact.
Requirements:
- The individual should be able to use their initiative to priorities calls and be capable of working under pressure;
- A motivated, focused, friendly, patient, organised and assertive individual who is able to work in a team;
- Active Directory Users and Computer administration;
- Basic computer operations including internet and email protocols, connectivity and understanding of internet networking;
- Strong Customer Service skills;
- Windows operating systems (Windows 7/10) – Support;
- PC and Hardware troubleshooting;
- Office 365 Administration;
- Detail orientated;
- Solid Communication skills;
- Solid Problem-Solving skills with proficient attention to detail;
- Enthusiasm and a flexible/ “can do” attitude;
- Retail store experience is desirable;
- PC and Networking Expertise.