engineer (global service desk)

We are looking to hire a Service Desk Engineer to join our global team in Technology. This is a challenging, fast-paced and exciting environment, with plenty of opportunities to influence and grow the technology area.

The Service Desk Engineer will be working in a 24/7 role that is able to interpret user problems and requests and be able to use their industry experience to provide solutions and assess possible side effects. The Service Desk Engineer responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution whilst providing first line investigation and diagnosis.

The Service Desk Engineer will also assist with the development and application of standards and best practices.

The key values that we strive towards in the Technology are:

• Ownership
• Continuous Improvement
• Mindset
• Trust Honesty

key Responsibilities:

• Maintain a high degree of service for end-user computing support by keeping to Acknowledgement and Response Time targets and adhere to all service management principles.
• Provide technical support on end-user computing hardware and peripherals in an office. This includes answering support requests and queries via ticketing tool/service catalogue forms, or phone for critical issues or requests.
• Ensure all Minor End-user Incidents or Service Requests updates are fully documented in the ticketing application. This includes follow-ups from previous shift teams & follow through with all related parties until ticket closure.
• Track and list all issues and resolutions in the details section in accordance with the team’s Key Performance Indicator for MITR and MTTR.
• Follow standard operating procedure when triaging or troubleshooting a user issue.
• Provide Technical Support & Access Administration on the following technologies: End-user computing hardware i.e. PC / Laptop and peripherals Google Workspace JIRA Service Management (JSM), JIRA Software, Statuspage and other Atlassian products used by the company Endpoint Security Tools 
• Telephony Administration
• Familiarity with OKTA SSO 
• Escalate to or work with other teams in IT Platform & Infrastructure to address minor incidents and fulfil requests from end users in cases where the issue needs to be escalated.
• Work with Lead Engineer or Manager to arrange for external technical support where problems cannot be resolved in-house. In cases of widespread end user technical issues, immediately escalate to & work with the IT Shift Manager on-duty so the incident can be handled in accordance with the company’s Major Incident management process.
• Participate in post-incident reviews relating to end-user incidents & problems and will assist in identifying enhancements and optimization to improve user experience.
• Contribute to a high level of customer satisfaction and be able to handle difficult situations. Ability to work on a rotational shift pattern.

Required Qualifications:

List of skills we think you need: 

• Working knowledge in end user computing & networking troubleshooting (TCP/IP, DNS and SMTP) PC Software and browser troubleshooting skills are required
• Working Experience in administering & supporting MS Windows technologies and/or Linux environments such as Ubuntu or the like. Working Experience with Google Workspace.
• Working Experience with Service Management or Ticketing Tools.
• Proven communication skills, written and verbal.
• Able to address all levels within the organisation and has the ability to address conflicts constructively.
• Ability to read & analyse business processes, procedures, training material Strong analytical & problem solving abilities Good understanding of Client server & web based application architectures. Service oriented demeanor is a must.
• Driving change and handling difficult situations
• Dealing with change on a daily basis

List of skills we'd love you to have:

• Experience with Service Delivery, Incident Management, Change and Problem Management Process
• Experience with ITIL methodologies, end-to-end support and/or related practices.

**We warmly invite applications in English.