1. MISSION ROLE

Service Desk Support Engineer

2. MISSION OBJECTIVE

As Service Desk Support Engineer, you will act as the first point of contact for customers contacting us to report requests, issues and incidents related to Computer Systems, Applications and Services.

The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing, and resolving problems at the first point of contact and/or escalating the incident to one of 2nd/3rd line specialist teams to investigate and resolve. Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault logged in Service Desk ticketing system and acting as the main point of contact between the customer and the company but providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including Microsoft related products, Network solutions/technologies, EDI, Jira, Oracle SQL Developer.

3. RESPONSIBILITIES

• Level 1&2 customer support related to technical issues and queries involving Applications and Services
• Quickly and accurately determine incident scope and impact
• Correctly logging incidents and requests in Service Desk ticketing system, categorising, and prioritising them in line with procedures
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Following faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Track issues to resolution, ensuring timely and appropriate ticket closures
• Technical services and support Microsoft related products, Network solutions/technologies, EDI, Jira, Oracle SQL Developer
• Diagnosing system errors and other issues
• Maintain compliance with all company policies and procedures
• Identify and escalate situations requiring urgent attention
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• System documentation maintenance and review in Confluence
• Sharing knowledge with team colleagues
• Perform related duties as assigned by supervisor
• Ensure excellent customer service

4. SKILLS AND EXPERIENCE

• Must be able to demonstrate a customer first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Natural aptitude for trouble shooting & problem solving
• Have solid experience in a helpdesk or technical support environment
• Highly organised and able to work on own initiative to complete the range of tasks required
• Experience with support/helpdesk/service desk tools
• Experience with technical as well as business support
• Experience in EDI/XML, Networking, VPN
• Knowledge of Jira Atlassian product
• Ability to execute queries in Oracle database, SQL
• Experience in UNIX/Linux environment Shell scripting
• Strong analytical skills
• Experience in creating/maintaining technical documentation and manuals

5. PERSONAL SKILLS

Essential:

• Positive “Can Do” approach
• Analytical and efficient approach to work
• Excellent customer awareness & focus
• Excellent communication and interpersonal skills
• Excellent planning, organizing, and prioritizing
• Working well under pressure
• Ability to use own initiative Desirable:
• Creative/innovative/forward thinking
• Flexible and willing to work outside core business hours as required

6. QUALIFICATIONS, KNOWLEDGE and EXPERIENCE Required-

• Professional IT Certification or equivalent
• 3 Years of technical support experience
• Fluent in English (spoken and written)

7. POSITION WITHIN THE ORGANISATION

Department: Technology

Section: Service Management

Service: Customer Support