Position : STSE - Service Desk Engineer
Overview
As Service Desk Engineer you will act as the first point of contact for all IT related issue/request for Altisource employees. The primary objective of this role is to provide first contact resolution to critical issues/concerns received via phone call, email or ticket. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.
The ideal candidate will possess good technical knowledge of installing and supporting varied types of end user software and IT systems. This is a demanding support position, requiring excellent customer service skills, technical troubleshooting aptitude and the ability to articulate solutions clearly and confidently to end users of varying skill levels.
Key Responsibilities
- Respond promptly to incoming help requests from end users via phone, email and ticket in a courteous manner and take ownership of the issue/request through to completion.
- Correctly log, categorize and prioritize incidents and requests by documenting user identification information, including name, department, contact information, and nature of problem or request.
- Analyze, diagnose and troubleshoot the issue to enable maximum first contact resolution.
- Manage issues through their entire lifecycle from the first point of contact to resolution by ensuring all issues/ticket are resolved within SLA or escalating to other teams as appropriate.
- Document and update tickets with accurate and timely records of status, work performed, and resolution detail.
- Awareness of the organization structure (different entities within the group) and competence to escalate significant problems or VIP issues promptly to Management.
- Maintain and develop own knowledge and skills to assist with fault resolution and share knowledge and solutions with teammates and colleagues.
- Bachelor’s degree or Diploma in computer science or related field.
- 4 or more years’ experience in IT Service Desk, preferably handling US clients over phone.
- Hands-on experience in troubleshooting end user issues related to PC, Windows, Outlook, O365, Teams, Webex and other end user collaboration tools.
- Good knowledge of networking, desktop operating systems including Microsoft, Mac OS X and related configuration.
- Strong teamwork skills and the ability to collaborate across multiple parties in a quick and coordinated manner.
- User Access Management experience.
- Major incident Management process understanding.
- Excellent written and verbal skills.
