As a Service Desk Engineer, you are the point of contact for end users and their operational questions, requests, and problems regarding IT services (also applications). Within the Service Desk, you are responsible for first- line solutions to problems in the IT services.
You are responsible for keeping the work environment of the end users productive. The tickets are coming in via different communication channels like phone, chat, and the helpdesk portal. If the ticket cannot be resolved, you will triage it to the right resolution group and make sure the customer’s request is solved.
What you will do
- Supporting users by telephone, chat, portal in a broad area of IT topics like workstation, applications, telephony and network;
- As the SPOC for end users, analyzing the call or ticket and determines how and with whom it can best being solved;
- Registering, solving, communicating, coordinating and following up incidents and problems;
- Communication with end users and back end departments;
- Preparing and providing information (manuals, explanations, presentation) for users and internal IT usage.
