Service deck engineer L2 support

As a service desk engineer you will be responsible installing, supporting, upgrading & resolving any issue within the company PC / Laptop / Printers.

Key Responsibilities :

• Attend to service tickets. Log / troubleshoot and provision the solution using customer provided knowledge base
• Transfer or dispatch to next level of support. Daily communication / interaction via email / ticket / phone
• Adhere to customer set process and policies
• Adhere to HP / Customer set quality standards & SLAs
• Provide quality service & resolve concerns efficiently & professionally.
• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques & SOPs
• Troubleshoot, diagnose, and resolve technical hardware and / or software issues
• Redirect unresolved issues to the next level of support personnel.
• Provide needed information on IT products or services
• KEDB - Keep record of problems / known errors and their resolution
• Provide feedback on processes and make recommendations on areas to improve

Skills Required :

Technical Skills

Qualifications & Experience :

Skills Required

It Help Desk, Troubleshoot, Support Engineer