Service Desk Engineer

* Responsible for calls, emails, chat and resolving or troubleshooting

* 1st or 2nd line technical support as per SLA

* Knowledge/Experience on Servicenow, Azure AD, Exchange Online, Power BI, Power Automate, Mac OS, Microsoft VDI, VIP Support (please highlight in your CV what you have knowledge/experience on).

* Responsible for creating Knowledge Articles based on the issues reported and ensuring the KB's are always up to date with the solutions.

* Strong Knowledge of the ITIL Process and ITSM tools .

* Receives and handles requests for service, following agreed procedures.

* Promptly allocates calls as appropriate.

* Address user tickets regarding hardware, software and networking

* Walk customers through installing applications and computer peripherals

* Ask targeted questions to diagnose problems & guide users with simple, step-by-step instructions

* Conduct remote troubleshooting

* Test alternative pathways until we resolve an issue

* Customize desktop applications to meet user needs

* Record technical issues and solutions in logs

* Direct unresolved issues to the next level of support personnel

* Follow up with clients to ensure their systems are functional

* Report customer feedback and potential product requests

* Help create technical documentation and manuals

* Logs incidents and service requests and maintains relevant records:

* Identifies and classifies incident types and service interruptions o Records incidents cataloguing them by symptom and resolution

* Acts under guidance to record and track reliability data for your services

* Systematically interprets user problems and identifies solutions and possible side effects.

* Uses experience to address user problems and interrogates database for potential solutions.

* Escalates complex or unresolved incidents.

* Records and tracks issues from outset to conclusion.

* During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

* Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.

* Maintains records, informs users about the process and advises relevant persons of actions taken.

* Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.

* Contributes to creation of support documentation.

* Acts as the routine contact point, receiving and handling requests for support.

* Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.