Servicedesk Engineer

Datum:19-02-2020
Type aanvraag:Werving en Selectie
Regio:

Curacao

Functie:Servicedesk Engineer
Referentie nummer:# 3414
  
Omschrijving

Servicedesk is the core department where IT questions, problems and incidents ends up. As a Servicedesk Engineer you ensure, together with your colleagues in your team, that the department provides the best service in resolving internal customer issues. You are a cooperative foreman who proactively takes ownership of responsibility with in the function.

Goal:

The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to our 1st or 2nd line specialist teams to investigate and resolve.

Main responsibilities:

Support Service Desk:

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email and/or assigned by Servicedesk Coordinator;
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions;
  • Determining the best solution based on the issue and details provided by internal customers;
  • Taking ownership of faults and managing them in a logical and methodical manner;
  • Manage faults through their entire lifecycle from the first point of contact through to resolution;
  • Ensuring IT infrastructure and equipment runs at optimum performance;
  • Participates in project, disaster, and capacity planning for IT infrastructure.

Provide internal customer service:

  • Resolving customer issues within pre-defined service level agreements;
  • Walk the customer through the problem-solving process;
  • Support other team members in troubleshooting and resolution to problems;
  • Provide accurate information on IT products or services;
  • Follow-up and update customer status and information;
  • Installs, assembles and configures mobile devices, computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware where needed. 

Manage Engine:

  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures;
  • Clearly document/record entire lifecycle from the first point of contact through to resolution.

Escalationmanagement: 

  • Ensure that bottlenecks are escalated internally by directing unresolved issued to the next level of support personnel;
  • Develop escalation report after incident is closed were the cause of issue and improvement actions are recorded;
  • Identify and escalate repeat issues or service risks into service management teams;
  • Pass on any feedback or suggestions by internal customers to the appropriate IT team.

Kennis en vaardigheden

  • Minimum of BSc/BA in IT, Computer Science, or relevant field.
  • Minimum of two (2) years’ experience in related field.
  • Strong technical skills, including PC hardware, networking, and troubleshooting.
  • Highly organized and able to work on own initiative to complete the range of tasks required.
  • Experience with SQL / MySQL Databases including creating and running queries.
  • Experience with Microsoft server products, AD, Exchange, Remote Desktop Services, Office 365.

Competencies

  • Service minded.
  • Helicopter view.
  • Ability to communicate in a positive, effective, and efficient manner.
  • Strong analytical and problem solving skills.
  • Ability to adapt to changing business processes, technologies, and environments.



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