Technical Support Professional

2 weeks ago


Chester, Cheshire, United Kingdom Pontoon Full time

Global Service Desk Engineer

Pontoon is seeking an experienced Global Service Desk Engineer to join their team as a dedicated and customer-focused Service Desk Engineer. This exciting opportunity offers the chance to work with a prominent player in the investment banking industry, providing first-line support to internal employees via voice and chat channels.

Responsibilities:

  • Deliver exceptional client care by partnering with regional and international partners to meet core metrics for operations and quality.
  • Effectively manage multiple live chats simultaneously with internal customers, ensuring timely resolution and meeting service level agreements.
  • Basic troubleshooting of Microsoft applications and proprietary systems via phone/chat to identify and resolve technical issues efficiently.
  • Provide technology support for up to 2 clients simultaneously through chat channels, leveraging strong communication skills to build trust and confidence.
  • Document tickets clearly for 2nd line teams to facilitate efficient resolution when first-line support is not attainable.
  • Collaborate with peers and subject matter experts to continuously expand your skills and knowledge within IT, staying up-to-date with industry trends and best practices.
  • Build strong relationships with global partners and work effectively as part of a high-performing team to drive business success.

Requirements

To succeed in this role, you will require excellent customer service skills, strong problem-solving abilities, and effective communication skills. A solid understanding of IT principles and a willingness to learn and adapt to new technologies are essential.

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