Service Desk Engineer

Full-time AGG

The Service Desk Engineers primary responsibility is to ensure the timely resolution of incidents and service requests that are raised by users or monitoring systems. They are responsible for handling all Level 1 support requests routing Level 2/3 requests to the appropriate departments ensuring that service levels are maintained and that business deadlines are met.
Your responsibilities as a Service Desk Engineer:

• Triage and resolve incidents or service requests that are raised to the Service Desk.
• Meet service level agreements to ensure timely resolution of all tickets in an agreed time frame.
• Document and escalate incidents or service requests that cannot be resolved within the Service Desk to appropriate levels within the organization.
• Use various software tools and applications to troubleshoot issues and keep current with changes in technology.
• Create and maintain knowledge articles and playbooks for incidents...