Service Desk Support Engineer

The Service Desk Support Engineer is a role responsible for end user support to assist with day-to-day queries, related to laptops, computers, printers, Wi-Fi, mobile phones. The position holder is also responsible for assisting users to log tickets for any software issues.Key responsibilities·      Ensure the resolved status SLA of the service desk tool of the Customer is not breached by resolving tickets timeously.·      Quality assurance management on all call assessments individually, based on ticket ·      Customer experience: Excellent customer service delivered daily to avoid           escalations, customer complaints and re-opening of calls. ·      Ensuring IT/Tech support standards are used for system support through centralized help desk function.Knowledge and Academic Qualifications·       Bachelor's degree or equivalent in Information Technology or Computing or a related field.·       Minimum 3 years’ experience·       Proficiency in help desk support ·       Developed understanding and appreciation of technical design principles.