Service Desk Engineer

Job Descriptions :

• Work within a ticketing system and create documentation for new processes.
• Provide level 1 IT Helpdesk support to users.
• To provide technical and process assistance to end-users via phone, email, live chat and web form.
• To diagnose and troubleshoot end-user problems with various IT tools.
• To perform an initial assessment, attempts to resolve or escalate the problem, based on the agreed service level.
• Log IT requisition / problems for end-users into the Ticketing System.
• Escalate to the 2nd level support group when required with a detailed description of the problem for further troubleshooting and resolution.
• To monitor the escalation procedures and keep end-users informed.
• To provide prompt 1st line support on enquiry or issues related to hardware / software applications through telephone, email, live chat and Ticketing System to ensure operational problems are resolved quickly as possible.
• Performs work in compliance with specified KPI / service level requirements.
• Provide necessary operation reports and documentation

Job Requirements :

If this role sounds like the opportunity you are looking for, don't hesitate to apply and let us discuss it further!

NOTE] We regret to inform you that only shortlisted candidates will be reached out. If you were not shortlisted, we encourage you to have a look at other vacancies in Konica Minolta!