Job Description

* Service Desk Engineer

* Service Desk Incident Management (SDIM)

* 1st Line Desktop/Server Support

* Windows Server 2003/2008/2012 R2,

* Active Directory, Group Policy,

* Office 365

* MS Exchange Server 2010,

* Hyper-V

* VMWare

* Initially Remote 

Experience:

• Jira Service Desk: 1 year (Preferred)
• Zendesk: 1 year (Preferred)
• IT Service Desk: 1 year (Required)
• MCSA
• Office 365
• Microsoft Server 2010_16
• Active Directory

 Our client are looking for an IT Service Desk Officer to join their service team.

Duties:

• Acting as a single point of contact for all Incidents and Service Requests for business clients
• Answering telephone calls, emails to the Service Desk.
• Resolving and escalating Incidents and Service Requests within agreed SLAs, and keeping clients updated accordingly
• Work autonomously using JIRA Service Desk or Zendesk
• Be part of an on-call out-of-hours support team.
• Generate periodic report

Required Knowledge, Skills, and Abilities

Minimum of 1-year experience working in a business-customer facing 1st or 2nd line support role. Experience with an ITSM ticket management system to manage all incidents and requests. Experience with JIRA Service Desk or Zendesk Proficient in ticket triage and escalation processes to tech teams. Experience with Office 365 Administration Experience with Exchange Administration (email accounts, distribution list, shared mailboxes, resource mailboxes, etc.). Experience with Reporting and Trend Analysis.