Service Desk Engineer

About the role: The Service Desk at Jigsaw24 is the first point of contact for our Managed Services customers. As a Service Desk Engineer, you will play a key role in providing technical support for a wide range of incidents and service requests across Apple, Microsoft, and Android technologies. You will assist customers through various channels, including phone, email, and live chat. Reporting to the Service Desk Manager, your primary focus will be to ensure high-quality customer service by swiftly diagnosing and resolving issues, aiming to resolve incidents on the first contact when possible. You will work within the customer's contracted SLAs to ensure that all issues are addressed efficiently and effectively. Key duties and responsibilities are:

• Incident & Request Management: Handle incidents and requests in accordance with Jigsaw24's Case Management Process and ITIL best practices.
• SLA Compliance: Ensure all incidents and requests are acknowledged and responded to within the agreed Service Level Agreement (SLA).
• Customer Communication & Expectation Management: Deliver clear, professional responses to incidents and requests, ensuring consistent communication throughout the customer's support hours.
• Set realistic expectations by clearly outlining timelines and next steps, keeping customers informed as incidents and requests progress to a resolution.
• Process Adherence & Issue Resolution: Stay up to date with internal processes, regularly review knowledge articles and online resources, and collaborate with team members to deliver first-time fixes whenever possible.
• Escalation Management: When necessary, escalate incidents and requests to internal resolver teams or external parties, ensuring effective collaboration until resolution.
• Knowledge Base Contribution: Contribute to the growth and accuracy of the Service Desk Knowledge Base by submitting new articles and identifying areas of missing or incomplete information. Education, Skills, Knowledge and Experience:
• Customer Service Excellence: Demonstrate empathy, active listening, and a polite, professional telephone manner when interacting with users.
• Incident & Request Management: Proven experience handling incidents, requests, or cases within an ITSM toolset, such as ServiceNow.
• Apple Device Management: Experience with Jamf Pro and/or Jamf School, including managing Smart and Static Groups, deploying apps, renewing DEP, VPP, and APNS certificates. Familiarity with policies and configuration profiles.
• macOS & iOS Troubleshooting: Strong experience in diagnosing and resolving hardware and software issues on macOS and iOS devices.
• Windows Troubleshooting: Experience in troubleshooting hardware and software issues on Windows 10 and 11 systems.
• Microsoft Systems: Hands-on experience with Active Directory (Azure and On-Prem) and Microsoft 365 (Exchange Online, Teams/SharePoint Admin Centre).
• Intune Management: Experience using Microsoft Intune for Device enrollment, App deployment and Device configuration Mandatory Requirements Of The Job Holder:
• Work well under pressure, have excellent time management skills and the ability to multitask.
• Strong diagnostic approach, demonstrating attention to detail and effective fault-finding.
• Maintain professional standards of quality of work, personal presentation, and personal conduct, projecting a professional image at all times.
• Punctual, tenacious. Demonstrate perseverance and use of initiative when either working alone or as part of team. Desirable Certifications Of The Job Holder:
• Microsoft MD 102
• Microsoft MS 900
• Apple Support Professional/Essentials
• Jamf 100