Service Desk Engineer Job Description Template
Our company is looking for a Service Desk Engineer to join our team.
Responsibilities:
- Producing Daily Performance reports for distribution to a senior audience;
- Act as SPOC for the customer receiving and answering phone calls, e-mails, CMS Web and other communications, processing customers request;
- Coordinate with 3rd and Strategic partners as necessary;
- Maintain good ticket management in-line with Huawei ticket management philosophy;
- Handling incidents for management by the Incident Manager using the Incident management process;
- Record Incident, problem and change request configuration data relating to the customer service into the Huawei’s Service Management Tool;
- Distribute and assign cases to other parts of the business as required;
- Confirm incident resolution or Service request fulfillment results with customer and collect customers feedback in line with Huawei philosophy;
- Recording and tracking project issues and escalating to the necessary project teams;
- Documenting new processes, amending and proposing new documents;
- Keep pace with technology advances across the organisation and the wider market;
- Record, prioritise, assign and manage all requests and incidents reported to the Service Desk;
- From time to time the Service Desk Engineer will attend customer sites to assist in rollout / deployment of the company’s telephony solution;
- Escalate to other team members or other departments where appropriate;
- Be part of the out-of-hours on-call rota for the UK Service Desk.
Requirements:
- Assist customers by confidently restoring services on incidents across RFA’s service portfolio at multiple levels;
- Fulfill support requests such as break fix, password rests, ticket routing, etc;
- Utilize the ticketing system to monitor and respond to tickets within RFA established SLAs;
- Leverage critical thinking skills to find practical workarounds and permanent solutions;
- Act as a critical front-line and provide direct support to all RFA Clients;
- Microsoft Office 2010 – 2016;
- Windows Desktop 7 – Windows 10;
- Installing/configuring printers;
- Office 365;
- Networking technologies including LAN/WAN;
- OSx Operating systems;
- Experienced working with cloud platforms eg Azure or AWS;
- Windows File Sharing; Windows Printer Sharing; and Group Policy;
- Security – anti-virus and anti-virus exceptions;
- Desktop OS (Windows 7 -> 10); Server OS (Windows Server 2008 R2 -> Windows Server 2016).