remote
Service Desk Engineer - APAR INNOSYS
Software Engineer
Service Desk Engineer responsible for managing client calls, monitoring tickets, coordinating field engineers, and delivering timely, accurate solutions to ensure customer satisfaction using effective communication and problem‑solving skills.
About the role
Key Responsibilities
- Handle client calls and emails, providing accurate, timely solutions and alternatives within defined SLAs.
- Monitor and manage tickets in the ticketing system, ensuring proper prioritization and escalation.
- Coordinate with field engineers to resolve on‑site issues and maintain service continuity.
- Maintain detailed records of internal and customer interactions, following communication procedures and policies.
- Build and sustain trustful relationships with customer accounts through open, interactive communication.
Requirements
- Strong experience in a service desk or help‑desk environment.
- Proficiency with ticket monitoring systems and standard IT support tools.
- Excellent verbal and written communication skills.
- Problem‑solving mindset with a focus on customer satisfaction.
- Ability to work collaboratively with cross‑functional teams and field engineers.
Skills
customer supportcommunicationproblem solving