Service Desk Engineer

Description:

In this role you will monitor alerts and manage incident cases, ensuring swift action and resolution. You will be the first point of contact for our clients, ensuring their services issues are addressed smoothly and efficiently. Your role is to deliver an effortless experience for our clients—owning cases, providing timely updates and ensuring our clients feel supported every step of the way by focusing on communication, problem-solving, and collaboration. You will be provided with full training in a supportive environment and an opportunity to develop your skills in incident management and service excellence.

What You’ll Do:

• Monitoring system alerts and ensuring prompt response to potential issues.
• Managing incident cases, ensuring swift resolution and clear communication with clients.
• Providing a professional, friendly, and efficient service to clients via phone and our service management system.
• Taking ownership of client queries and ensuring they are resolved with minimal effort on their part.
• Keeping clients informed at every stage, using clear, jargon-free language.
• Coordinating with internal teams and external vendors to ensure a smooth resolution process.
• Ensuring every client interaction leaves a positive impression and reinforces trust in Pulsant’s service.
• Adhering to response times and service levels to maintain high standards of support.
• Contributing to our knowledge base and continuous improvement efforts to enhance client experience.

What We’re Looking For:

• Time spent in a client-facing technical role, with experience managing client interactions via phone, email, and / or ticketing systems.
• Understanding of incident management and client service best practices.
• Knowledge of networking and servers
• Excellent communication skills