Service Desk Engineer

Skills for staff include:

• Communication Listening, Writing, Verbal, Non-verbal, Questioning
• Knowledge Technical, Business, ITSM (useful)
• Customer service Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self-sufficient
• Time management
• Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

• Restore the customer's technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship
• Improve first contact resolution rate
• Reduce the number of escalated calls
• Reduce lost customer productivity by reducing time to resolution