Service Desk Engineer L2

Roles and Responsibilities: Provides 24x7 Service Desk support as defined by first response/Tier 2 support. Provides phone, e-mail. First point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems. Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements. Flexible to work in shifts. CORE COMPETENCIES: Analysing, Expertise and Technology Delivering Results and Meeting Customer Expectations. Achieving Personal Work Goals and Objectives. Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities. EXPERIENCE/KNOWLEDGE & SKILLS: Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on listening and questioning skills) 2-3 years previous IT Service Desk and/or Call Centre experience required. Managing incidents including business expectations and communication. Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) that has authorized access to the network. When the restoration is beyond the scope of the Service Desk Agent, he/she will escalate the issue/problem to proper tier 2 and 3 support team members. Develop trends by monitoring and analyzing incoming calls, problems and support requests. Perform post-resolution follow ups to help requests. Reinforce SLAs to manage end-user expectations. ITIL Knowledge will be a plus. "Have technical operating experience in ServiceNow (Or any ticketing tool experience) ITIL foundation certified (Preferred) Service Desk Operation Experience (Preferred)" ITIL (Preferred) 1-2 years (Preferred)