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What Does a Service Desk Engineer Do?

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  • Written By: Troy Holmes
  • Edited By: W. Everett
  • Last Modified Date: 23 November 2016
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A service desk engineer is a front-line computer technician who interacts directly with customers. The person in this job is a technical support employee who helps people troubleshoot computer problems. A technician must have strong communication skills and the ability to solve technical issues. He typically has a degree in computer engineering and understands how to resolve different types of technical problems.

There are service desk engineer jobs available all around the world. This type of job is prevalent in most businesses that support technology. A cable entertainment company is an example of an organization that uses these types of engineers. This person supports customers that have cable issues. The technician must have strong communication skills because he interacts with customers on a daily basis. These skills are vital for troubleshooting the technical issues a customer is having.

Most large companies have many types of service desk engineer jobs. These employees provide phones, laptops, and computer support for an entire organization. The service desk staff typically handles the technical issues that are reported by the employees of a company.

Computer programs rely on passwords and tight security controls to protect the information stored in the system. A service desk engineer typically handles the password authorization controls for a company. He is the person responsible for enabling and disabling passwords for computer software used by a company.

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A service desk engineer job description typically includes both technical and communication skills. The engineer needs to have a strong professional phone etiquette and a good knack for solving technical problems over a phone. This requires patience and determination to solve difficult technical problems from a remote location.

A mobile phone company also has many service desk engineering jobs. This is the technical group that resolves wireless phone issues for customers. The service engineer typically knows many nuances of various types of phones because he deals with trouble issues on a daily basis.

A service desk engineer typically works multiple shifts during a month. Most companies provide round-the-clock customer support and technical engineers typically manage this support. An engineer may also be required to work weekends and holidays, depending on the organization.

Working on a service desk is typically an entry-level job. Many companies require new technical staff to begin at the service desk before moving into other technical areas of a company. This provides an overview of how the organization works and what the customer expects from the technical department that can only be learned with hands-on experience.

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Telsyst
Post 1
It's a dirty job but someone has to do it. Everyone hates making the call to their cable company, cell phone company or any customer service specialist, but you need some help in these situations.

A job like this isn't for everybody. Some people never grow the thick skin you need to have to deal with some of the backlash that comes. It hopefully teaches the people starting off how sometimes you can do your best to serve and still not make people happy. Unfortunately, even when things work out there is generally not much reward. The best you can hope for is a happy customer and a thank you.

As long as customer service has existed there has been the customer who cannot be pleased.

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