Job Description
Job Title Service Desk Engineer Job Grade Job Summary This role serves as the subject matter expert (SME) within the service desk team. The position acts as the go-to person for a specific product, application, or domain, while also providing first level IT support via phone and remote tools. The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services.
Responsibilities | CORE . Liaise with second-level support on product enhancements and train team members . Update shared repository with changes in area of focus . Provide First Call Resolution (FCR) technical support via phone and email . Perform first level troubleshooting and escalate to resolver groups as required . Furnish timely updates to customers on issue status . Maintain ownership of cases until closure with accurate documentation . Manage customer expectations and escalate unusual surge ...
Responsibilities | CORE . Liaise with second-level support on product enhancements and train team members . Update shared repository with changes in area of focus . Provide First Call Resolution (FCR) technical support via phone and email . Perform first level troubleshooting and escalate to resolver groups as required . Furnish timely updates to customers on issue status . Maintain ownership of cases until closure with accurate documentation . Manage customer expectations and escalate unusual surge ...
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