The Service Desk Engineer position requires a combination of strong troubleshooting, technical, communication, and customer service skills.
As a Service Desk Engineer, you are the first point of contact for our colleagues in the business across the globe. Our business relies on you to provide first-class support services to resolve issues and fulfill customer requests in a timely and professional manner.
Responsibilities
What to expect day to day
- Responding to User Requests: Tech Hub Engineers are responsible for answering phone calls, emails, and chat messages from end-users who need assistance with IT-related issues. They must ensure that all requests are acknowledged in a timely and professional manner and that all necessary information is gathered to resolve the issue.
- Troubleshooting: Tech Hub Engineers must have a good understanding of hardware, software, and networking components to be able to troubleshoot issues quickly and effectively. They should be able to diagnose and resolve problems related to desktops, laptops, printers, scanners, mobile devices, software applications, and network connectivity.
- Escalating Issues: Service Desk Level 1 technicians are responsible for escalating more complex issues to the appropriate Level 2 or Level 3 support teams. They must ensure that all relevant information is captured and documented in the ticketing system before escalating the issue.
- Ticket Management: Tech Hub Engineers are responsible for managing tickets throughout their lifecycle. This includes creating new tickets, updating existing tickets, and closing tickets when issues are resolved.
- Remote Support: Tech Hub Engineers must be able to provide remote support to end-users who are not in the same location as the technician. This can include using remote control tools to access end-users’ computers and troubleshoot issues.
- Knowledge Base Management: Tech Hub Engineers must be able to contribute to the knowledge base by documenting solutions to common issues. This helps to reduce the number of tickets that are escalated and provides a reference for other technicians who may encounter similar issues.
- Customer Service: Tech Hub Engineers must provide excellent customer service to end-users. This includes being patient, courteous, and professional at all times, even when dealing with difficult users.
- Documentation: Tech Hub Engineers must maintain accurate and up-to-date documentation of all processes, procedures, and troubleshooting steps. This information is used to train new technicians and ensure consistency in service delivery.
- Overall, Tech Hub Engineers are responsible for ensuring that end-users receive prompt and effective support for their IT-related issues.
