Service Desk Engineer

Job Title: Service Desk Engineer

Job Overview

The Service Desk Engineer is responsible for managing and resolving Level 1 support requests, ensuring timely resolution of incidents and service requests, and maintaining high service levels. This role involves triaging and documenting issues, escalating unresolved tickets to higher levels, and contributing to continuous improvement initiatives. The Service Desk Engineer will work with various software tools and ITSM platforms, and must be adept at handling both technical and non-technical inquiries.

Key Responsibilities

- Incident and Service Request Management
- Triage and resolve incidents or service requests raised to the Service Desk.
- Ensure adherence to service level agreements (SLAs) for timely resolution.
- Document and escalate unresolved issues to appropriate internal departments.

- Technical Support
- Use software tools and applications to troubleshoot technical issues.
- Keep current with changes in technology and best practices.

- Knowledge Management
- Create and maintain knowledge articles and playbooks for common incidents and requests.
- Proactively identify and recommend improvements to enhance Service Desk operations.

- Communication
- Communicate effectively with both technical and non-technical users.
- Provide clear and concise updates and resolutions to service requests.

- Continuous Improvement
- Identify areas for improvement within the Service Desk function and suggest solutions.
- Contribute to process enhancements and best practices.

Desired Candidate Profile

- Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.

- Experience:
- 3-5 years of experience in IT service desk or technical support roles.
- Knowledge of ITIL principles and best practices is essential.
- Experience with ITSM tools such as Topdesk, ServiceNow, and Remedy.

- Skills:
- Excellent communication skills, both written and oral.
- Technical knowledge of software and hardware platforms used within the organization.
- Proficiency with Microsoft certifications (e.g., MS-900, MD-100/MD-101) is a plus.
- Ability to work efficiently in a fast-paced, high-pressure environment.

- Attributes:
- Strong problem-solving skills and ability to prioritize tasks effectively.
- Flexibility to work on rotating shifts, including weekends and public holidays.

What You Can Expect

- Warm Welcome:
- An inclusive onboarding program to help you feel at home quickly.

- Career Development:
- Opportunities for growth through courses and training in the Boskalis Academy.

- Career Opportunities:
- Ongoing challenges to help you realize your full potential.