Service Desk Engineer L1

Job Summary :

We are seeking a skilled and customer-focused Technical Service Desk Analyst to provide first-line technical support for end-users and IT systems.

The ideal candidate will have hands-on experience with Windows operating systems, storage technologies, and networking fundamentals, along with a solid understanding of ITIL processes. Strong communication and problem-solving skills are essential for success in this role.

Key Responsibilities :

Provide technical support via phone, email, and ticketing system for hardware,

software, and network-related issues.

Troubleshoot and resolve issues related to Windows OS, file

systems, network connectivity, and storage devices.

Escalate complex issues to appropriate support teams while ensuring timely

resolution.

Monitor and manage incidents and service requests using ITSM tools in

alignment with ITIL best practices.

Maintain documentation of issues, resolutions, and procedures.

Collaborate with infrastructure and application teams to ensure seamless IT

operations.

Participate in root cause analysis and continuous improvement initiatives.

Required Skills & Qualifications :

Proven experience in a technical support or service desk role.

Strong knowledge of Windows 10 / 11, Active Directory, and Group Policy.

Familiarity with storage technologies (NAS, SAN, cloud storage).

Basic to intermediate understanding of networking concepts (TCP / IP, DNS,

DHCP, VPN).

Working knowledge of ITIL framework and incident / problem / change

management.

Excellent communication skills – both verbal and written.

Ability to work in a fast-paced environment and manage multiple priorities.

Customer-oriented mindset with a proactive approach to issue resolution.

Preferred Qualifications :

Experience with service desk tools like ServiceNow, Jira, or BMC Remedy.

ITIL Foundation Certification.