Role Summary:

Service desk engineers are first responders to reported and ticketed client issues. The Service Desk Engineer (SDE) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDEs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDEs must work within the reactive services framework of the Service Desk using established team processes.

SDE roles will vary based on SDE skill set and therefore ticket types assigned. The following outlines delineation between SDE roles:

• L1: Triage, initial ticket response, and first level tickets requiring 15 minutes or less to resolve
• L2: Mid and advanced level support, first level escalations
• L3: Second Level Escalations and team mentor

Job Responsibilities:

• Provide support to end users of managed services clients
• Take direction from the Service Desk Coordinator and manage ticket assignments relative to ticket priority and age
• Follow specific Service Desk Team documented processes and workflows
• Work assigned tickets from triage through completion
• Use our suite of service desk and tools to diagnose and resolve client support issues
• Refer to client technical documentation for information that will help you understand and resolve client technology issues
• Escalate assigned aging tickets when assigned tickets cannot be resolved within expected SLA to maintain acceptable average resolution time KPI
• Seek assistance from the L3 SDE or SDC when stuck
• Document service work and time in our PSA application
• Understand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption
• Work collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and business
• Work with the SDC to identify chronic service issues across the client base
• Work with Service Desk Coordinator to provide on-site service as necessary
• Maintain technical skills required to perform the SDE role
• Attend and participate in weekly team meetings and daily huddles

Accountability/KPIs:

• Understanding of Service Desk Team KPIs
• Maintain Ticket Per Day (TPD) closure rates commensurate to your role
• Following established team procedures and workflows
• Effective escalation when stuck
• Professional and timely communications

Competencies:

• Technical skill relevant to technologies supported (ongoing)
• Strong organizational and coordination skills
• Excellent communication abilities for effective client and team interactions
• Ability to manage multiple tasks and prioritize effectively

Qualifications:

• Technical skill level dependent on role
• Experience in a service desk or customer support role
• Proficient in using IT service management software and tools