Service Desk Engineer

. Serve as the first point of contact for customers seeking technical assistance over the phone or email
. Perform remote troubleshooting through diagnostic techniques and pertinent questions
. Determine the best solution based on the issue and details provided by customers
. Walk the customer through the problem-solving process
. Direct unresolved issues to the next level of support personnel
. Provide accurate information on IT products or services
. Record events, problems, and their resolution in logs
. Follow-up and update customer status and information
. Pass on any feedback or suggestions by customers to the appropriate internal team
. Identify and suggest possible improvements on procedure