Technical Service Advisor II

As a Service Desk Engineer, your role is vital in providing technical assistance to customers over the phone or email. You will be the first point of contact, requiring positive communication skills and a strong technical knowledge base. Your key responsibilities include:

• Providing remote troubleshooting using diagnostic techniques and relevant questions to determine the best solution for customers. - Walking customers through the problem-solving process and escalating unresolved issues to the next level of support personnel. - Recording events and problems in detail in logs, ensuring accurate documentation. - Following up with customers to update them on their status and information. - Passing on valuable feedback or suggestions from customers to the appropriate internal team. - Identifying and recommending possible improvements on procedures to enhance overall service delivery. In terms of qualifications, you should have experience in Incident Management, Service Request Management, and Vendor Management to excel in this role. Your ability to effectively communicate technical solutions and provide excellent customer service will be crucial in ensuring customer satisfaction. As a Service Desk Engineer, your role is vital in providing technical assistance to customers over the phone or email. You will be the first point of contact, requiring positive communication skills and a strong technical knowledge base. Your key responsibilities include:
• Providing remote troubleshooting using diagnostic techniques and relevant questions to determine the best solution for customers. - Walking customers through the problem-solving process and escalating unresolved issues to the next level of support personnel. - Recording events and problems in detail in logs, ensuring accurate documentation. - Following up with customers to update them on their status and information. - Passing on valuable feedback or suggestions from customers to the appropriate internal team. - Identifying and recommending possible improvements on procedures to enhance overall service delivery. In terms of qualifications, you should have experience in Incident Management, Service Request Management, and Vendor Management to excel in this role. Your ability to effectively communicate technical solutions and provide excellent customer service will be crucial in ensuring customer satisfaction.