What you'll do
Regnology is seeking a skilled and customer-focused Service Desk Engineer with specialization in Zendesk and support KPIs to join our support team, led by the Service Desk Manager. As a Service Desk Engineer, you will be responsible for managing and optimizing our ticketing system, ensuring efficient support operations, and implementing key performance indicators (KPIs) to measure and improve service quality.
Your key accountabilities are:
- Manage and optimize the Zendesk ticketing system to ensure efficient and effective support operations.
- Develop and implement support KPIs to measure and improve service quality and efficiency.
- Monitor and analyze support metrics, identifying areas for improvement and implementing corrective actions.
- Escalate complex issues to higher-level support or other relevant teams while ensuring proper documentation.
- Assist in the development and maintenance of support documentation and knowledge base articles.
- Collaborate with the Service Desk Manager and other team members to improve support processes and service quality.
- Participate in training sessions to stay current with product knowledge and industry best practices.