Service Desk Engineers are the first point of contact in any organization for resolving or escalating hardware, software, network, and other issues of computer end users when they raise requests through emails, instant messages, chats or phone calls.
They should be able to understand users’ questions, provide technical support, and assist all staff remotely on technology problems. Owing to the nature of this occupation, aspirants for these jobs must have excellent communication skills and technical knowledge about various technologies and solutions. Importantly, they should be ready to work flexible hours.
Although it is being expected that service desk help will be automated with the entry of chatbots to provide service 24/7 to customers in the near future, human intervention would continue to be an essential element of customer services. Moreover, with the exponential adoption of mobile devices, there will be a need for more Service Desk Engineers to provide support services.
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