P132 Service Desk Engineer

The Service Desk Engineer is the first line of support services to our customers via telephone, remote control software, or through on-site visits.
To our callers, it is the first experience of RFA's high service standards; maintaining that standard is the main responsibility of the Service Desk.
ResponsibilitiesFulfil support requests such as break fix, password resets, ticket routing, etc.Assist customers by confidently restoring services on incidents across RFA's service portfolio at multiple levels.Utilise the ticketing system to monitor and respond to tickets within RFA established SLAs.Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall client satisfaction.Leverage critical thinking skills to find practical workarounds and permanent solutions.Act as a critical front-line and provide direct support to all RFA Clients.Participate in knowledge management by documenting technical efforts.Perform other duties as assigned.
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