Senior Service Desk Engineer

Zenzero; Gqeberha; On-site; ZAR 30 000 - 55 000; Full time

Job summary

An established industry player is seeking a Senior Service Desk Engineer to enhance their service desk support. In this pivotal role, you will ensure exceptional customer experiences across various products and services. Your responsibilities will include resolving customer issues efficiently, maintaining performance targets, and fostering strong relationships within the service desk team and the broader organization. This position offers a unique opportunity to showcase your technical and interpersonal skills while contributing to a dynamic team environment. Join a forward-thinking company that values excellence and customer satisfaction.

Qualifications

• Demonstrated technical capability relevant to service desk duties.
• Recognized vendor certification may be required.

Responsibilities

• Provide exceptional service desk support to clients.
• Resolve issues on first contact and adhere to SLAs.
• Build relationships within the Service Desk team and wider organization.

Skills

Technical Capability

Interpersonal Skills

Communication Skills

Fluent in English

Education

Foundation Level Microsoft Certification

Tools

Service Desk Tools

Job description

The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.

Responsibilities:

• Answer phone calls from end-users and working to resolve issues, on first contact, where possible.
• Work on tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
• Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.
• Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Key Skills:

• This role requires that you can demonstrate a technical capability that is relevant to achieving the required duties and responsibilities. This may be via a Zenzero technical assessment, or by holding recognised vendor certification(s).
• Pluralsight Foundation role at Average, or above.
• Foundation level Microsoft certification, or equivalent.
• This role requires that you demonstrate the interpersonal and communication skills require to perform the role.
• Fluent in English, both written and spoken.