Service Desk Engineer/ Helpdesk Engineer

Primary Responsibilities

• Effectively communicate with individuals at all organizational levels, both in technical and non-technical contexts
• Perform basic Level 1 desktop and network support tasks
• Exhibit a strong commitment to customer satisfaction, with prior experience in customer service roles
• Show capability to effectively manage challenging clients and situations, negotiating outcomes that satisfy all parties
• Commit to a 24 X 7 shift schedule
• Record and validate all interactions in the Call Handling Database
• Resolve a significant portion of customer issues utilizing appropriate tools and systems
• Oversee all logged calls from start to finish, providing customers with regular updates regarding the status of their inquiries
• Carry out follow-up actions as necessary
• Implement Escalation Procedures within established time limits

Shift: 12-hour shifts each day (7am-7pm AND 7pm-7am) - Shifts will be scheduled according to the roster

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