Senior Service Desk Engineer / Lead

As a Senior Service Desk Engineer at The Missing Link, your primary responsibilities include providing Level 1 support, ensuring customer Service Level Agreements are met, and acting as the first point of contact for the team. You will also focus on ticket resolution, team mentorship, quality assurance, and fostering a collaborative environment within the team.

Candidates for the Senior Service Desk Engineer role at The Missing Link should have a minimum of 2-3 years of IT Help Desk experience, ideally within a managed service provider environment. A bachelor's degree in IT or a similar field is also required, along with technical experience in Microsoft 365, networking, server management, and ITSM tools.

The Missing Link is committed to the professional development of its employees. As a Senior Service Desk Engineer, you can expect ongoing training and mentoring programs, along with opportunities for company-paid certifications, helping you transition into a leadership role effectively.

At The Missing Link, the work culture is supportive, collaborative, and respectful. Employees enjoy a positive environment where everyone feels valued. Regular social events and a range of employee benefits are part of our commitment to maintaining high happiness levels among our team members.

A Senior Service Desk Engineer at The Missing Link should have technical skills in Microsoft 365, user management, networking, server management, and ITSM tools. Proficiency in desktop applications as well as knowledge of hardware and network printers are also important for servicing various client needs.

When answering this question, share specific examples from your past roles, focusing on the types of issues you resolved and how you interacted with customers. Highlight your strengths in communication and technical skills.

Begin by explaining your systematic approach to prioritization, such as assessing ticket urgency, understanding customer SLAs, and managing team resources effectively. Provide examples of how you've successfully managed busy periods in the past.

Discuss your commitment to customer service excellence, including maintaining open communication with clients, following up on resolutions, and providing timely updates. Explain how you measure customer satisfaction and adapt accordingly.

Provide a structured response that outlines your conflict resolution techniques, such as maintaining a calm demeanor, listening actively, empathizing with the customer's situation, and working to find a satisfactory resolution.

Touch on your mentoring style, emphasizing patience and support. Illustrate with examples of how you've previously trained or guided team members to improve their skills while fostering a positive learning environment.

Discuss the specific ITSM tools you've used in past roles, detailing your proficiency and how these tools helped streamline processes and improve service delivery. Mention any relevant certifications or training for added credibility.

Structure your answer around a specific incident where you diagnosed, tackled, and resolved a technical challenge. Highlight your problem-solving skills and the positive impact that resolution had on the team or client.

Explain methods you implement to keep ticket records organized and accurate, such as regular reviews, reassessing priorities, and ensuring timely updates on ticket status to provide transparency and accountability.

Discuss your experience in setting clear expectations, tracking progress regularly, and using performance metrics to motivate your team. Emphasize the importance of proactive communication with stakeholders.

Share your insights on fostering teamwork, open communication, and mutual respect among team members. Discuss initiatives that can enhance team harmony and lead to improved service outcomes.