IT Support Professional
1 day ago
Job Type: Full-time
Location: [Location]
Salary: $60,000 - $80,000 per year
About the RoleThe Service Desk Engineer plays a critical role in delivering exceptional service desk support to clients. As a key member of our team, you will provide timely and effective support to customers across various products, services, and platforms.
You will work closely with the Lifecycle Coordinator(s) and Service Desk Manager to ensure tickets are handled efficiently and effectively, meeting SLAs and providing a positive customer experience.
Main Responsibilities- Resolve customer issues via phone, email, or other channels on first contact, where possible.
- Work on assigned tickets from various sources, including telephone, portal, booking systems, email, or chat.
- Accurately record your work and time, utilizing tooling to enhance accuracy and timeliness.
- Communicate professionally with customers through appropriate channels.
- Maintain adherence to performance targets, including KPIs and SLAs.
- Foster excellent working relationships within the Service Desk team and wider organization.
This role requires technical capabilities relevant to the position, which can be demonstrated through a Zenzero technical assessment or recognized vendor certification(s). Additionally, Pluralsight Foundation skills at Average level or above, and Foundation-level Microsoft certification or equivalent, are essential. You must also possess strong interpersonal and communication skills, with fluent English both written and spoken.
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