Service Desk Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, you are expected to be professional, helpful and to provide assistance with a sense of urgency, regardless of the level of incident. You will aim to exceed the clients expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the clients end-users.
DUTIES AND RESPONSIBILITIES:
- Represent the Numata brand, always remembering you are the first point of contact and the face of the company.
- Deliver exceptional service to internal and external customers. Respond to customers within SLA.
- Capture all details as accurately as possible in our PSA Platform, providing complete resolution descriptions.
- Analyze issues and develop resolutions in a timely fashion.
- Provide support to clients on all supported applications.
- Provide regular updates to clients with regards to incident updates.
- Ensure that issues are resolved in line with Numatas' best practices.
- Escalate any ongoing, unresolved or business critical problems to your Team Leader or MSOC Manager in a timely fashion.
- Track and manage your work record via regular time and ticket/ task time entries. Provide guidance and training to customer personnel, empowering the users to help themselves.
- Create/ update Knowledge Base articles / technical notes as solutions are identified or articles found to not be current.
- Supervise all 3rd party product installations and/or the related repair and maintenance activities when required remotely.
- Identify and suggest possible improvements on procedures or systems to your Team Leader.
- Keep abreast of modern technologies as well as Numata Standard Operating Procedures.
