You will report to the Service Desk Manager and at times you will be required to collaborate with the Engineering team for the resolution of escalated requests.
MAIN DUTIES / RESPONSIBILITIES
- The job responsibilities of this Service Desk Engineer role include, but are not limited to:
- Provide Level 1/2 remote support for incidents and service requests
- Ensure all calls/support/incidents requests are logged in the Service Desk system
- Respond to customer service and incidents requests in a timely manner
- Investigate and document customer service and incidents requests clearly, concisely
- Regularly update customers on the progress of outstanding service and incidents requests
- Provide resolutions to customer service and incidents requests within agreed service levels
- Take ownership of assigned Critical Incidents and prioritize these investigations over all other work
- Complete timely investigations of critical incidents
- Update critical Incidents with all relevant details including times and conversations
- Perform necessary actions to resolve critical incident
- Contribute to any Post Incident Reporting with additional details, learnings, improvements
- Ensuring knowledge management systems and documentation are kept up to date
- Complete timesheets to represent the activities performed each week
- Attend and contribute to team meetings and one-one meetings
- Continuously improve skills and knowledge through certifications
- Work as part of the Service Desk team, and independently, to troubleshoot and provide solutions to software and hardware problems
- Report to senior managers on any issue that could significantly impact the business
- Arrange for Vendor technical support where problems cannot be resolved in house
- Communicate to customers using terms that are clearly understood and consistent with those used by Virtuelle Group
- Any other task or activity that will contribute to the successful operation of Virtuelle Group
- Perform rotational shift work to cover Virtuelle support hours, 5 days per week
Technical Requirements
- Minimum one year of experience in an IT Service Desk environment (MSP preferred).
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Experience in supporting end users on Microsoft Windows-based platforms
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Excellent customer service skills
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A demonstrated focus on customer service excellence
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Excellent communication skills and telephone manner
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Experience with and an understanding of remote support tools and ticketing
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A drive to seek the best outcomes for the business and all customers.
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Microsoft certifications highly regarded
KEY RELATIONSHIPS/ENGAGEMENTS
- Business executives and staff at all levels
- Customers, service providers and vendors
WHY Virtuelle Group?
- Virtuelle Group stands out because of our culture and core values:
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You will have an IMMEDIATE IMPACT!
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Relentless Growth - grow professionally and individually
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Direct involvement in customer outcomes
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Open communication with the leadership team
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Data-driven organisation with tested processes
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Dynamic culture with team-oriented environment
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On-going training and development
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We support each other to succeed
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We move fast and solve quickly
- We value our reputation
