Service Desk Engineer Supervisor

DUTIES AND RESPONSIBILITIES

Service Desk and Support
• Provides direct first level of support via telephone, email, web or any other means,
such as: Answering RFIsApp navigationOnsite and remote assistanceInitial troubleshooting using the KB as referencePassword resets and ticket routingEscalation to Level 2, 3 and principal when neededMonitors premium hours spent/ renewal of managed support and services.Receives, logs and updates incident reports and service requests; reports
recurrence of incidents of the same nature.
Tracks follow-ups and service deliveries of logged requests.Configures and maintains of service desk system; provides access management.Coordinates with principal partners and Technical Managers for L3 and L4
technical support and management of incidents.
• Interprets schematics to determine the best solution to incidents and requests for
change.

SKILLS Oral Expression — Talking to others to convey information effectively.Oral Comprehension - ability to listen and understand information and ideas
presented through spoken words.
• Active Listening — Giving full attention to what other people are saying, taking
time to understand the points being made, asking questions as appropriate, and
not interrupting at inappropriate times.
• Critical Thinking — Using logic and reasoning to identify the strengths and
weaknesses of alternative solutions, conclusions or approaches to problems.
• Written Expression — Communicating effectively in writing as appropriate for the
needs of the audience.
Service Orientation — Actively looking for ways to help people.Active Learning — Understanding the implications of new information for both
current and future problem-solving and decision-making.
• Coordination and Collaboration — adjusting actions in relation to others'
actions.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or
organizations to make improvements or take corrective action.
• Time Management — Managing one's own time and the time of others. Ability to
hit deadlines and finish projects based on committed timeline.

EDUCATIONAL BACKGROUND

• Must have a degree in Engineering or any Computer Science-related courses
PREVIOUS WORK EXPERIENCE
• Must have at one (2-3) of experience in a similar position, working for an IT services
and solutions company