As a Service Desk Engineer, you will play a vital role in providing efficient and timely support to our organization's users through the ServiceNow ticketing tool. You will be responsible for managing and resolving various IT-related issues, ensuring smooth operations, and delivering excellent customer service.
Your responsibilities
- Receive, prioritize, and assign tickets generated by users via the ServiceNow ticketing tool.
- Monitor ticket queues and ensure tickets are handled promptly according to defined SLAs.
- Update ticket status, track progress, and ensure proper closure with detailed resolution notes.
- Provide first-level technical support and troubleshooting assistance to end-users.
- Resolve common IT-related issues, including software, hardware, network, and access problems.
- Escalate complex issues to the appropriate teams and ensure timely resolution.
- Deliver exceptional customer service, ensuring users' needs and concerns are addressed promptly and professionally.
- Communicate with users in a clear and courteous manner, providing updates on ticket progress and issue resolution.
- Maintain accurate records of all ticket activities, including ticket details, user interactions, and resolutions.
- Update the knowledge base with solutions to recurring issues, enabling faster problem resolution.
- Identify areas of improvement in the ticketing process and recommend enhancements to streamline workflows.
- Participate in team meetings to share insights and contribute to process optimization.
Your profile
- Bachelors Degree in IT; or additional technical training are a plus.
- Proven experience as a Helpdesk Operator or in a similar IT support role for at least 6-10 years.
- Proficiency in using the ServiceNow ticketing tool or other IT service management platforms.
- Solid understanding of IT systems, hardware, software, and network troubleshooting.
- Strong problem-solving skills with a focus on issue resolution and user satisfaction.
- Excellent communication and interpersonal skills to interact effectively with end-users and team members.
- Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.
- Attention to detail and a proactive approach to addressing user concerns.
Our offer
- An extensive mobility program for a healthy work-life balance.
- A permanent training track which allows you to develop yourself personally and professionally.
- A stimulating, innovative workplace with numerous growth opportunities.
- A people-oriented environment with an interactive health program and a focus on employee wellbeing.
