Senior Service Desk Engineer

Roles and Responsibilities of a Senior Service Desk Engineer Eligibility – Required Skills & Attributes

• A love of (and ability to) solve problems & challenges
• Great communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• Advanced knowledge of IT applications, software & hardware
• The ability to speak both Geek and Human
• Driver’s license
• The ability to keep up with & adapt to the fast-paced IT world
• Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
• Keep up to date with new processes, procedures and developments

Desired Skills & Attributes

• Experience using a ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling technical service tickets
• Professional IT certifications in particular CompTIA, Microsoft and related Vendors e.g. Sophos.
• Client experience certifications such as Helpdesk Habits etc.
• Experience working either on a helpdesk or for a Managed Service Provider (MSP) / IT support business.

Overview

• The number one goal of everyone in our team is to make our clients exceptionally happy. The Senior Service Desk Engineer plays an important role in making sure that happens and resolution of any issues raised is dealt with in a timely manner.
• The Senior Service Desk Engineer handles escalated support requests for the Service Desk Team. They are assigned the support requests that Service Desk Agent / Engineer escalate for assistance.
• The escalation path for a Senior Service Desk Engineer is via the Specialist Engineers or Service Desk Management for guidance and support.

Responsibilities and Tasks:

Customer Service

• Work on and resolve escalated service desk tickets
• Delight our clients with a friendly, quick and helpful experience
• Provide the client with advanced remote troubleshooting
• Remote hardware maintenance and support

Use of our Ticketing System

• Use our ticketing system to work on and resolve service desk tickets & service requests
• Managing and recording all work though our ticketing system
• Make sure that client documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Management Tools

• Review RMM dashboard and apply remediation actions as indicated by our processes
• Review regularly scheduled/automated actions as indicated by our processes

Project Work

• Help to support the Projects team to deliver projects either onsite or remotely.
• As a Senior Service Desk Engineer, you will be working both as a team and independently on projects.
• Assist with in hours as well as out of hours project work where required.

Communication, Reporting & Risk

• Escalate tickets that require Service Desk Management support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit timesheets & expense reports as indicated on their SOPs
• Identify, communicate and mitigate potential risks to the Service Desk Management and clients
• Work with and establish relationships with third party service providers to ensure full end-to-end service provision
• Create accurate documentation in the form of SOP’s and implementation guides
• Maintain our existing documentation, ensuring it is up to date and accurate

Teamwork

• Mentor the “Junior” Service Team Members
• Follow the schedules provided by the Service Desk Management or Service Coordinator / Dispatcher
• Follow SOPs (Standard Operating Procedures) for daily / weekly recurring tasks
• Follow all our security procedures and keeping a vigilant eye for security issues
• Identify opportunities for improvement and make constructive suggestions for…