Service Desk Engineer
Service Desk engineers are the first point of contact in any organization to resolve or expand problems with hardware, software, networks, and other computer end users when sending requests via emails, instant messages, chats or phone calls.
They will act as intermediaries between your organization and your clients by continuing to take responsibility for the problem and making sure that the priorities have been correctly identified and that they receive the appropriate attention.
They should be able to understand the user's questions, provide technical support and help all employees remotely in technology problems. Due to the nature of this profession, applicants must have excellent communication skills and technical knowledge about various technologies and solutions. Most importantly, engineers must be willing to work flexible hours.
Engineers should take advantage of the best help desk software in order to stay up to date on user status. The help desk software consists of three main components: ticket management, automation, group reporting, and optimization.
While ticket management helps to organize customer requests, the Automation Group helps to better assign and execute work, and reporting and optimization provides information to senior staff in an organization on how quickly and efficiently each executive is in support. Troubleshooting and normal customer satisfaction.
Must have extensive technical knowledge about various technologies and products, including LAN / WAN technologies. You must be in touch with the latest technology trends.
Responsibilities
The tasks of maintenance office engineers include installing, updating, supporting, and resolving issues related to computers or laptops, printers, scanners, phones, VoIP as well as intranet, LAN, WAN, hardware and software.
They should also install and maintain security, antivirus and firewall solutions, configure and maintain operating systems, software applications, and backup devices and propose ideas to improve the functionality of the service desk and provide services regularly. Engineers should monitor SLAs and ensure that there are no violations there, they are obliged to work in an open source environment and they understand and solve problems there, they must support disaster recovery solutions and have the ability to understand how business applications work.
They must properly record, classify and prioritize incidents according to their team's actions. Engineers conduct a thorough assessment of problems with end users to help resolve the first contact point. They manage Active Directory and Group Policies.
Future Engineers Service Bureau
Although service desk assistance is expected to be automated with the introduction of chatbots to provide 24/7 service in the near future, human intervention will remain an essential component of customer service. In addition, with exponential adoption of mobile devices, it will be necessary for more service desk engineers to provide support services.
Educational qualifications and other requirements
To become engineers in the service desk, candidates must have a bachelor's degree (or associate degree) in computer science or engineering with sufficient experience in supporting the latest versions of at least one of the operating systems, such as Windows, Mac or Unix / Linux
Why it is useful to seek help from a field engineer
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