The Service Desk Support Engineer is a role responsible for end user support to assist with day-to-day queries, related to laptops, computers, printers, Wi-Fi, mobile phones. The position holder is also responsible for assisting users to log tickets for any software issues.
Key responsibilities
· Ensure the resolved status SLA of the service desk tool of the Customer is
not breached by resolving tickets timeously.
· Quality assurance management on all call assessments individually, based on ticket
· Customer experience: Excellent customer service delivered daily to avoid
escalations, customer complaints and re-opening of calls.
· Ensuring IT/Tech support standards are used for system support through centralized help desk function.
Knowledge and Academic Qualifications
· Bachelor's degree or equivalent in Information Technology or Computing or a related field.
· Minimum 3 years’ experience
· Proficiency in help desk support
· Developed understanding and appreciation of technical design principles.
