Finance experience required
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. The type of requests you will receive will be 1st through to 3rd line with 3rd line level access. 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.
Our candidates are solution-oriented problem-solvers who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/ She will utilize their active listening, critical thinking and communication skills to continuously provide exceptional support services while promoting RFA’s brand as a client-centric, full-service technology provider.
Responsibilities:
1. Fulfill support requests such as break fix, password rests, ticket routing, etc.
2. Assist customers by confidently restoring services on incidents across RFA’s service portfolio at multiple levels.
3. Utilize the ticketing system to monitor and respond to tickets within RFA established SLAs.
4. Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall client satisfaction.
5. Leverage critical thinking skills to find pr...