We are seeking a skilled Service Desk Engineer to fill the role of first point of contact. As the primary representative, you will bring technical expertise and interpersonal skills to every interaction, taking ownership of issues and delivering an exceptional support experience.
Key Responsibilities
* Process incoming service requests in accordance with defined standards.
* Manage tickets within established SLA metrics for response and resolution times.
* Resolve issues on initial contact using knowledge-base articles and technical abilities.
* Provide remote technical assistance and guide users through problem-solving steps.
* Contribute to the development of the knowledge base and collaborate with senior engineers for complex issues.