Service Desk Engineer

Role: Service Desk Engineer / Service Desk Analyst

Key Responsibilities

• Provide Level 1 technical support through phone, chat, email, and web tickets.
• Log, categorize, prioritize, and assign incidents and service requests using ITSM tools.
• Troubleshoot and resolve common end-user issues.
• Escalate unresolved incidents to appropriate support teams.
• Act as the single point of contact for end users and customers.
• Communicate status updates and major incident notifications to stakeholders.
• Maintain accurate ticket documentation and follow SLA requirements.
• Contribute to knowledge base creation and process improvements.
• Ensure compliance with organizational policies and confidentiality requirements.

Requirements & Tech Stack

• Windows 10 / Windows support.
• macOS support.
• Microsoft 365 / Exchange Online.
• Citrix.
• VPN and Remote Access tools.
• Active Directory User Administration.
• Mobility support.
• ServiceNow, Remedy, or similar ITSM platforms.
• Software installation and troubleshooting.
• User Access Management and basic system administration.

Qualifications

• Good customer service skills (Voice, Chat, Web Tickets).
• Strong communication and interpersonal skills.
• Understanding of Incident Management and Service Request Management.
• Analytical and problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Self-learning and proactive attitude.
• ITIL Certification (preferred).
• Knowledge of the ITIL framework.
• Experience in Service Desk Operations.