Desktop Engineer

Mō te tūranga | About the Role

This role will focus on the reduction of IT related incidents, developing automation and simplification methods, working closely with the problem management team and Senior Desktop Specialists. You will continue to support Level 2.5 and/or 3 IT incidents, but look to use automation toolsets or coding to enhance simplification of IT incidents for our customers and the team. This role will promote the use of self service strategies to our customers and requires analytical problem solving techniques that support the customer experience.

Handling break fix Level 2.5 and/or 3 support issues, including different desktop technologies, platforms, networks, software and hardware.

• A strong understanding of ITIL framework to support business objectives, service design and operations.
• High level of understanding of ServiceNow functionality such as Self-service & knowledge management toolsets.
• Knowledge in automated scripting for self-service resolution tasks using widgets.
• Performs a variety of complex information technology support duties to ensure smooth delivery of technology services.
• Worked with chat bot/virtual agent conversation analysis ...