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22

April

Service Desk Engineer

CareCone Australia - Brisbane Grove, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Designation- Service Desk Engineer

Location- Brisbane

Type- Contract


RESPONSIBILITIES

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email, Experience in Mobility is must.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process related L1 & L2.
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Trained the Service Desk Technician and Engineers to follow the best practices in Service Desk such as ITIL V2 and V3.
  • Trouble shooting and incident response for client base including Service Desk, Desktop, and Infrastructure support.
  • Modify and troubleshoot all user windows accounts and Outlook distribution list using Microsoft Active Directory

REQUIREMENT

  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues


Interested people can share their resume at sakshi.tyagi@carecone.com.au