The Service Desk Engineer is responsible for processing end-user support calls (received through different communication Channels) and attempting to resolve them directly, where possible. Job holders is also responsible for coordinating the resolution of open calls with other IT Support staff and keep the Service Desk System up to date.
Attend to all communications to IT Service Desk (phone, fax, email)
Use phone etiquette while dealing with user
Provide first level support to users and improve first level resolution percentage
Log the calls and requests in the Service Desk System
Decide on priorities and impact for the Service Desk calls and mobilize support team for immediate resolution for high critical incidents
Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support
If immediate resolution is not possible, assign requests to second level personnel
Communicate with users regarding use of FAQs, Policies, Procedures
Notify support personnel about variance and update Service Desk System for reasons and justification
Improve skills in line with the new technology rollouts in the IT.
