The Service Desk Engineer isresponsible for processing end-user support calls (received throughdifferent communication Channels) and attempting to resolve themdirectly, where possible.
Job holders is also responsible forcoordinating the resolution of open calls with other IT Supportstaff and keep the Service Desk System up to date.
Attend to all communications to IT Service Desk (phone,fax, email)
Use phone etiquette whiledealing with user
Provide first levelsupport to users and improve first level resolutionpercentage
Log the calls and requests in theService Desk System
Decide on priorities andimpact for the Service Desk calls and mobilize support team forimmediate resolution for high critical incidents
Attempt to resolve incidents directly (e.g. over thephone or via remote management) as first level support
If immediate resolution is not possible, assign requeststo second level personnel
Communicate withusers regarding use of FAQs, Policies Procedures
Notify support personnel about variance and updateService Desk System for reasons and justification
Improve skills in line with the new technology rollouts in theIT