Overview

Service desk engineers are first responders to reported and ticketed client issues. The Service Desk Engineer (SDE) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDEs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDEs must work within the reactive services framework of the Service Desk using established team processes.

SDE roles will vary based on SDE skill set and therefore ticket types assigned. The following outlines delineation between SDE roles:

• L1: Triage and user MACs
• L2: Mid and advanced level support
• L3: Escalations and team mentor

Responsibilities

• Provide support to end users of managed services clients
• Take direction from the Service Desk Coordinator and manage ticket assignment...