Service Desk Engineer

Role description

Job Title IT Service Desk Agent

Responsibilities

• First Point of Contact Serve as the initial point of contact for end users seeking technical assistance via phone email or chat
• Remote Troubleshooting Perform remote troubleshooting using diagnostic techniques and relevant questions
• Solution Determination Analyze issues and determine the best solution based on customer details
• Problem Solving Guide customers through problem solving steps
• Escalation Escalate unresolved issues to the appropriate support level
• Documentation Maintain accurate logs of events problems and resolutions
• Feedback Relay customer feedback or suggestions to internal teams
• Improvements Identify process improvements and suggest enhancements