Connecting people I'd hire with companies I'd work at

Matt Wallaert
Matt Wallaert
35
companies
6,775
Jobs
Want me to connect you? Sign up below. If you are hiring and would like me to consider your open roles, please email team@mattwallaert.com

Service Desk Engineer

Capgemini

Capgemini

Philippines
Posted on Thursday, June 27, 2024

SERVICE DESK Support

JOB RESPONSIBILITIES:

  • Provide user support via Phone, Email and ServiceNow automated ticket channels
  • Track, categorize, prioritise, and monitor all incidents and request reported to the Service Centre
  • Monitoring call volumes and trends to identify potential major incidents and problems
  • Updating users on the status of their incidents and requests as they progress through the lifecycle.
  • Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiries
  • Identify recurrent trends and advise the Problem Manager
  • Liaison with other Service Management Services including Problem and Change Management
  • Support all Service desk Incidents and requests to meet Service Level Agreements (SLAs)
  • Maintain a consistent high level of customer service to all stakeholders
  • Non-Major Incident Mgmt. - Tracking and Monitoring tickets resolution, SLA
  • VIP Support (including prioritisation and working with resolver groups)
  • Maintain Self Help capability and extend capability to cover additional requests and automated incident resolutions.
  • Perform initial investigation of incidents and problems and resolve all incidents that do not need to go to a second or third level support team
  • Follow the Cyber Security Incident Management plan when incidents arise and participate in cyber simulation exercise

QUALIFICATIONS:

  • Atleast 2 to 4 years work experience as a IT service desk / helpdesk role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Ability to diagnose and resolve basic technical issues
  • Strong problem-solving skills and the ability to work under pressure.
  • Excellent communication skills, both verbal and written.
  • Familiar with using customer tools, including Service Now, and Genesys phone system.