Role Overview: As a Senior Service Desk Engineer specializing in Voice Support, you will be the key point of contact for providing technical support via voice channels. You will handle a range of technical issues, ensuring incidents are resolved efficiently following the ITIL Incident Management process. You will own the lifecycle of each ticket from logging through resolution, to maintaining clear and continuous communication with customers. The role demands strong technical troubleshooting across software, hardware, and networking systems. Experience in supporting customers from Europe and the US is crucial.
· Deliver technical support via voice and email, adhering to ITIL Incident Management processes.
· Manage and update service tickets, ensuring timely resolution and high customer satisfaction.
· Own incident lifecycles from initial logging to closure, including conducting customer follow-ups and satisfaction surveys.
· Provide telephonic support for end users, coordinating with vendors and collaborating with internal problem management and other departments.
· Proactively monitor systems and execute escalation procedures where necessary.
· Troubleshoot a wide range of technical issues, including application support (off-the-shelf and custom), VPN software, printers, and collaboration tools.
· Support password reset tools, and remote control tools, and resolve issues related to MS Windows, Office suites, desktops, laptops, peripherals, and network connectivity.
· Assist with troubleshooting communication and collaboration platforms, including audio/video conferencing tools.
· Engage effectively with internal and external stakeholders to maintain smooth operations and timely issue resolution.
· Communicate system alerts and important updates to users regularly.
· Take on additional responsibilities and participate in professional development opportunities as required.
· Proven experience in troubleshooting Windows operating systems.
· Proficiency with Active Directory, Azure, Office 365, VPN, MFA, and RDP.
· Familiarity with troubleshooting printers and multifunction devices (MFDs).
· A minimum of 5 years of experience in a technical support role within an International IT Service Desk or application support environment.
· Prior experience supporting customers in Europe and the US.
· Strong skills in customer management, problem-solving, and interpersonal communication.
· Exceptional verbal and written communication skills in English.