Job Description

Engineer - (CREQ140845)Description Fields incoming help requests from end users via telephone. Exposure to retail systems. Documents all pertinent end user identification information, including name, department, contact information, and nature of pro

Engineer - (CREQ140845)Description Fields incoming help requests from end users via telephone. Exposure to retail systems. Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Builds rapport and elicit problem details from service desk customers. Resolves requests and incidents. Records, tracks, and documents the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Applies diagnostic utilities to aid in troubleshooting under minimal supervision. Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Works under limited supervision to identify and learn appropriate software and hardware used and supported by the organization. Tests fixes to ensure problem has been adequately resolved. Knowledge of basic computer hardware pc, mouse, monitor, keyboard strong documentation skills. Experience in a documented customer service role. Understanding of ServiceNow is an added advantage. Preferred Qualifications Strong written and oral communication skills. Good interpersonal skills. Ability to present ideas in user friendly language. Keen attention to detail. Ability to effectively prioritize and execute tasks in a high pressure environment. Strong customer service orientation. Experience in a restaurant environment. Strong interpersonal skills, oral communication skills, and proven analytical and problem solving abilities. Highly self motivated and directed. Strong customer service orientation. Experience working in a team oriented, collaborative environment. Education Any Bachelor s degree from reputed university Experience Minimum 2 + years