Overview:
We are seeking a motivate Service Desk Engineer focused on pushing the boundaries for providing and transforming our helpdesk to a world class service desk.
The Service Desk Engineer is specialized in providing technical assistance for software systems, including but not limited to Windows OS, iOS for iPads, Microsoft 365, RingCentral, and other Enterprise Software.
With 3-4 years of industry experience, this role is also responsible for managing and creating workflows within ServiceNow and Jira Service Management to improve service desk operations.
Responsibilities:
Manage, categorize, and prioritize incoming tickets through ServiceNow and Jira Service Management systems.
Develop, implement, and optimize workflows within ServiceNow and Jira Service Management to streamline service desk operations.
Provide focused support for Windows operating systems, iPad configurations, and Microsoft 365, RingCentral, and other Enterprise Services.
Systematically identify and resolve software-related issues using diagnostic tests.
Deliver resolutions predominantly for software issues and escalate complex issues to specialized teams as needed.
Keep a detailed record of all activities, solutions, and interactions within the ticketing system with an emphasis on software and workflow-related incidents.
Provide exceptional customer service to ensure user satisfaction.
Contribute to knowledge bases and training modules specific to software and workflow troubleshooting.
Recommend enhancements for more effective software support and workflow management, and actively participate in their implementation.
Collaborate closely with different departments to ensure a harmonized and specialized software and workflow support service.
Qualifications:
3-4 years of experience in an IT service desk environment with a focus on software support and workflow management
Strong experience with ticketing systems, specifically ServiceNow and Jira Service Management
Proficiency in developing and optimizing workflows within ServiceNow and Jira Service Management
Expertise in supporting Windows OS, iOS for iPads, Microsoft 365, and RingCentral
A+ or equivalent certification preferred, with specialization in software systems
Exceptional verbal and written communication skills
Outstanding problem-solving and analytical abilities
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