Service Desk Engineers provide IT end-user support on various components of an IT environment, including
maintenance procedures Document processes Maintain service desk records Provide first time resolution Knowledge
devices (printing, laptops, desktops, managed service desk, boardroom equipment, Microsoft Services and
perform periodic telephonic duty on the technical service desk, providing second line telephonic support to
devices (printing, laptops, desktops, managed service desk, boardroom equipment, Microsoft Services and
Resolution (FCR) to 70% on all calls logged to Service Desk Objective 3: Client Experience Key Results : : Manage MTT Response for the Service desk to 90% and higher of ESD MTTr SLA Objective 4 : Client Experience
operations (essential) Experience in Remedy Service Desk (advantageous) Detailed track record of VIP
operations. Bolster network security, fortify the Service Desk, and refine IT systems. Disaster Recovery: Maintain
expertise:
expertise: