IT Service Desk Engineer

The primary role of an IT Service Desk Engineer is to answer all incoming calls and log all requests reported by users accurately and efficiently as per the agreed process to provide the user with a positive experience of Hungry Lion.

This function includes answering all incoming calls, basic troubleshooting, ticket logging, monitoring, remote support via phone or online via support tools.

DUTIES/ RESPONSIBILITIES

• First point of contact for customers and end-users during the scheduled shift period
• All incidents to be managed promptly by answering of inbound telephone calls
• Providing basic troubleshooting within SLA
• Logging tickets on our ITSM tool, Freshservice
• Classification of Incidents and Requests accordingly by:
  • Ensuring that customer or store incidents are assigned the correct category, priority impact classification
  • Ensuring that the classification and categorisation of incidents and problems is done with a high degree of accuracy
  • Ensuring that service requests are routed/assigned to the correct target groups and vendors for resolution
• Keeping track of incidents and keeping Customers/Stores informed on the status and progress of the incident and or request
• Monitoring and escalating incidents to relevant 2nd line support groups
• Following up with 2nd line support and the user to ensure that incidents are resolved within agreed SLAs
• Identifying duplicate / similar / matching incidents and identify potential problems
• Escalating incidents where necessary to ensure that appropriate action is taken

REQUIREMENTS

• A relevant Diploma specialising in IT (Advantageous)
• Grade 12
• Must have at least 1 years’ experience in the IT field and call centre environment
• Good understanding of computer software and hardware, mobile devices and other tech products
• Familiar with Google Suite products

COMPETENCIES

• Excellent customer service, verbal communication, phone skills and a high level of professionalism
• Must be able to demonstrate a customer-centric approach to support
• The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
• Natural aptitude for troubleshooting & problem-solving in a timeous manner
• Excellent communication skills in English and one other official language
• The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
• Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance
• Quick analytic response to resolve issues in any situation
• Self-motivated and willing to learn, as well as always find the solution
• Ability to communicate technical issues to technical and non-technical employees

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