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Matt Wallaert
Matt Wallaert
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Service Desk Engineer



Posted on Thursday, June 27, 2024



  • 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


  • 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.