Service Desk Engineers

Education & Skills:
• First degree in any discipline preferably computer science or engineering
• ITIL Foundation Certification
• MCSE and above (Microsoft Certified Systems Engineer, details to be provided to CUSTOMERN for verification)
• Minimum of 3 years’ experience in IS Service / Help Desk / Service Delivery including hands-on technical service provisioning.
• Working knowledge of Incident Management process and Service Desk function in line with ITIL standards
• Working knowledge of desktop environment
• Enterprise  (Operating  systems,  hardware,  and  software)  and  IT  service management software
• Working knowledge of iPad, Android and other mobile devices support
• Effective and Efficient Customer Service
• Effective Communication Skills
• Interpersonal and teamwork skills
• Sound technical documentation skills.
• Customer focused and open minded.
• High level of commitment, accountability, integrity, confidence, can-do attitude and attention to detail
• Basic end user application support – Active Directory, MS Office suites etc.
• Basic Application systems knowledge (Citrix, Financial Systems, Billing systems etc.)
• Good report writing skills.
• Good problem solving and analytical abilities.
• Ability to multitask

Roles & Responsibilities:
• Provide first line fault resolution.
• Custodian of all live incidents within duty period
• Perform escalation in line with agreed policies and procedures.
• Responsible for Customer communication and escalations
• Responsible for business impact analysis of major incidents across business sites and escalate all major outages as defined in the Major Incident Management Process
• Service availability testing for end user service restoration.
• Direct interface between IS and end users in telephonic, electronic, or hands-on systems faults resolution throughout the organization.
• Responsible for Logging all reported faults into service management application – BMC Remedy.
• Attempt online incident resolution and assign or escalate to other lines of support for further action where applicable.
• Responsible for new user account creation on the active directory, Siebel CRM, Microsoft Exchange Server etc. for all CUSTOMERN staff.
• Initiate and maintain unique communication strategies with end-users on a variety of IT related issues including developments in applications, systems, security, and expected downtimes.
• Assist in promoting the goodwill of IS Service division by offering quality customer service to end- users.
• Provide first line and 2nd line support to identified IS customer facing applications and services.
• Responsible for escalating and raising problem records for recurrent business user issues.
• User education and awareness on new services and products
• Identification and creation of relevant CTIs on Remedy based on trends and interaction with end users.
• Incident classification and categorization