IT Service Desk Technician

The Service Desk Engineer is responsible for analyzing and distributing the trouble tickets to the appropriate technology team. The SD Engineer is also responsible for monitoring the problem status resolution, change management activities, and access request and coordination.

Key Accountabilities

• Ensure full availability of Service Desk telephone and email support 24/7X365 days.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Pro-actively monitor support mailboxes and log in the system.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
• As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as thorough knowledge of all products, services, tools, and Service Management processes
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unresolved issues to the next level of support resolver group.
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Experience & Requirement

- 1-3 years solid experience in a telecom environment.

- Telecom Engineering graduate or equivalent.

- Must have knowledge on using the HP Service Management tool.

- Must be proficient in MS office.

- Must be able to work effectively in a 24 x 7 x 365 environment.

- Must have a friendly disposition and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel;

- Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.

- Ability to express oneself clearly and concisely, both orally and in writing.