Service Desk Engineer

hace 3 semanas


Madrid, España Richard Fleischman & Associates, Inc. A tiempo completo

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.

**Responsibilities**:

- Fulfil support requests such as break fix, password rests, 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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