As a Service Desk Engineer, you will play a vital role in providing efficient and timely support to our organization's users through the ServiceNow ticketing tool. You will be responsible for managing and resolving various IT-related issues, ensuring smooth operations, and delivering excellent customer service.

Your responsibilities

Receive, prioritize, and assign tickets generated by users via the ServiceNow ticketing tool.
Monitor ticket queues and ensure tickets are handled promptly according to defined SLAs.
Update ticket status, track progress, and ensure proper closure with detailed resolution notes.
Provide first-level technical support and troubleshooting assistance to end-users.
Resolve common IT-related issues, including software, hardware, network, and access problems.
Escalate complex issues to the appropriate teams and ensure timely resolution.
Deliver exceptional customer service, ensuring users needs and concerns are addressed promptly and professionally.
Communicate with users in a clear and courteous manner, providing updates on ticket progress and issue resolution.
Maintain accurate records of all ticket activities, including ticket details, user interactions, and resolutions.
Update the knowledge base with solutions to recurring issues, enabling faster problem resolution.
Identify areas of improvement in the ticketing process and recommend enhancements to streamline workflows.
Participate in team meetings to share insights and contribute to process optimization.

Your profile

Bachelors Degree in IT; or additional technical training are a plus.
Proven experience as a Helpdesk Operator or in a similar IT support role for at least 5-7 years.
Proficiency in using the ServiceNow ticketing tool or other IT service management platforms.
Solid understanding of IT systems, hardware, software, and network troubleshooting.
Strong problem-solving skills with a focus on issue resolution and user satisfaction.
Excellent communication and interpersonal skills to interact effectively with end-users and team members.
Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.
Attention to detail and a proactive approach to addressing user concerns.

Our offer

An extensive mobility program for a healthy work-life balance.
A permanent training track which allows you to develop yourself personally and professionally.
A stimulating, innovative workplace with numerous growth opportunities.
A people-oriented environment with an interactive health program and a focus on employee wellbeing.

Service Desk Engineer

Service Desk Engineer - L1 support