Senior Service Desk Engineer
4 days ago
Respond to and resolve Service Desk hotline calls and tickets professionally, accurately, and in a timely manner.
- Interact with all levels of staff to troubleshoot IT-related issues for Mashreq employees globally.
- Consult the knowledge database or conduct online research to investigate and resolve problems with hardware, software, peripherals, VDI, networks, etc.
- Escalate issues to other IT teams and follow through on resolutions.
- Deliver solutions to diffuse stressful, escalated technical situations, resulting in exceptional customer satisfaction.
- Track all hotline calls in the ITSM ticketing software with clear and concise problem/root cause descriptions.
- Proactively maintain knowledge base articles, SOPs, and other documents related to the Service Desk.
- Coach and train new Service Desk engineers during the onboarding process.
- Support the SD Team Lead by providing weekly/monthly statistics to the SD Manager to improve efficiency.
- Liaise with the SD Manager and Team Lead to review and implement continuous improvements in Service Desk processes.
- Maintain a high level of employee morale within the Service Desk team through open communication and collaboration.
- Provide support to the Field Engineering team as needed for small projects and during critical incidents.
**Requirements**:
- Knowledge of VDI environments, Windows 10, and the installation and maintenance of hardware and software for desktops, laptops, and printers.
- Experience using an ITSM ticketing tool and generating statistical reports.
- Bachelor's degree in Computer Science or a related field.
- Minimum of 8 years of hands-on experience with strong troubleshooting skills.
- Proven ability to work in a fast-paced environment and complete tasks efficiently.
- Excellent oral and written communication skills.
- Effective leadership and team collaboration abilities.
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