Senior Service Desk Engineer

Roles and Responsibilities of a Senior Service Desk Engineer

Eligibility – Required Skills & Attributes

•   A love of (and ability to) solve problems & challenges
•   Great communications skills, founded in being a good listener
•   Advanced understanding of support tools, techniques and how technology is used to provide services
•   Advanced understanding of operating systems, business applications, printing systems and network systems
•   Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
•   Advanced experience and knowledge of working with the Microsoft 365 Platform
•   Must be able to type quickly and accurately while talking on the phone
•   A deep desire to deliver an amazing client experience
•   Advanced knowledge of IT applications, software & hardware
•   The ability to speak both Geek and Human
•   Driver’s license
•   The ability to keep up with & adapt to the fast-paced IT world
•   Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
•   Keep up to date with new processes, procedures and developments

 

Desired Skills & Attributes

•   Experience using a ticketing system / RMM Tool and PSA software
•   Experience providing support via remote tools
•   Experience handling technical service tickets
•   Professional IT certifications in particular CompTIA, Microsoft and related Vendors e.g. Sophos.
•   Client experience certifications such as Helpdesk Habits etc.
•   Experience working either on a helpdesk or for a Managed Service Provider (MSP) / IT support business.

Overview

• The number one goal of everyone in our team is to make our clients exceptionally happy. The Senior Service Desk Engineer plays an important role in making sure that happens and resolution of any issues raised is dealt with in a timely manner.
• The Senior Service Desk Engineer handles escalated support requests for the Service Desk Team. They are assigned the support requests that Service Desk Agent / Engineer escalate for assistance.
• The escalation path for a Senior Service Desk Engineer is via the Specialist Engineers or Service Desk Management for guidance and support.

 

Responsibilities and Tasks:

Customer Service

•   Work on and resolve escalated service desk tickets
•   Delight our clients with a friendly, quick and helpful experience
•   Provide the client with advanced remote troubleshooting
•   Remote hardware maintenance and support

Use of our Ticketing System

•   Use our ticketing system to work on and resolve service desk tickets & service requests
•   Managing and recording all work though our ticketing system
•   Make sure that client documentation is well maintained
•   Split tickets that have several issues into their own individual ticket
•   Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Management Tools

•   Review RMM dashboard and apply remediation actions as indicated by our processes
•   Review regularly scheduled/automated actions as indicated by our processes

Project Work

•   Help to support the Projects team to deliver projects either onsite or remotely.
•   As a Senior Service Desk Engineer, you will be working both as a team and independently on projects.
•   Assist with in hours as well as out of hours project work where required.

Communication, Reporting & Risk

•   Escalate tickets that require Service Desk Management support
•   Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
•   Submit timesheets & expense reports as indicated on their SOPs
•   Identify, communicate and mitigate potential risks to the Service Desk Management and clients
•   Work with and establish relationships with third party service providers to ensure full end-to-end service provision
•   Create accurate documentation in the form of SOP’s and implementation guides
•   Maintain our existing documentation, ensuring it is up to date and accurate

Teamwork

•   Mentor the “Junior” Service Team Members
•   Follow the schedules provided by the Service Desk Management or Service Coordinator / Dispatcher
•   Follow SOPs (Standard Operating Procedures) for daily / weekly recurring tasks
•   Follow all our security procedures and keeping a vigilant eye for security issues
•   Identify opportunities for improvement and make constructive suggestions for change
•   Contribute to the process of innovative change effectively
•   Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
•   Take ownership of a SPOC (Specialist Point of Contact) areas and maintain correct usage, provide relevant documentation and act as an escalation point for this area.

Act with Integrity, Trust & Communicate wells

•   Uphold ITC Service’s values of integrity, trust and communication in all interactions.
•   Communicate effectively to provide excellent service.

 

“ITC Citizenship”

Citizenship is a framework for general expectations for working at ITC.

In your role, you will be given directed autonomy, but that requires accountability to the company, your team, our clients and yourself.

The principles below will guide us in our success.

 

Promote equity with team members and clients

• Actively create a safe and respectful work environment.
• Consistently question your assumptions and biases.

Invest in the success of your peers

• Celebrate wins.
• Seek out where others need assistance.
• Keep documentation up to date and thorough.
• Follow our operation rules

Be accountable for the basics. No reminders.

• Show up where and when you are supposed to.
• Be timely and follow through on the business

processes that you own (timesheets, client files, etc.).

• Use your calendar to ensure that your team has

visibility into your availability and location.

• Present yourself professionally to your team, clients, and partners (reflect your ambition and success).

Embrace your individual role in creating a deep and high performing culture

• Trust positive intent by default. Ask honest questions where you don’t have trust.
• Dedicate time and focus to communication, communicate authentically, clearly and professionally

Diffuse workplace drama

• Don’t believe everything you think.
• Talk to someone who can do something about it before you tell someone who can’t.
• Spread positive gossip and shut down negative gossip.

Create success for our clients and for you

• Know and understand our service rules.
• THINK about our process and the clients needs.
• Take ownership, if you can’t find an owner

Engage in the company, not just the people

• Understand our service lines and how we earn a living.
• Assist in protecting and increasing our financial health.

Be kind to your future self

• Understand and communicate your personal boundaries.
• Maintain your personal health (physical, mental, financial).
• Keep documentation up to date and thorough.
• Be honest and own your actions.
• THINK backup, what if, safeguard customers and yourself.