Service Desk Engineer

Role & responsibilities

Service Desk Engineer:-

• Should have good communication and technical knowledge. Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Must have experience in Incident Management, Service Request Management, and Vendor Management.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.