Service Desk Engineer

JOB PURPOSE : The IT Service Desk Engineer serves as the first point of contact for all IT-related incidents, service requests, and technical support queries within the organization. The role ensures timely resolution or escalation of issues, maintains high levels of customer satisfaction, and supports the smooth operation of IT systems and services by providing proactive monitoring, troubleshooting, and user assistance in line with established SLAs and ITIL best practices.

EXPERIENCE : Minimum 4-6 years of hands-on experience in ServiceDesk & Remote Desktop Support

RESPONSIBILITIES (INCLUDES ALL TASKS) :

The IT Service Desk Engineer Serve as the initial contact point for all IT-related issues and service requests via phone, email, or ticketing systems. Diagnose, troubleshoot, and resolve hardware, software, and network issues promptly. Escalate complex issues to higher-level support teams when required. Maintain detailed and accurate documentation for all incidents and resolutions. Ensure adherence to IT policies, security protocols, and best practices. Support IT asset management, including tracking and maintaining inventory. Provide technical guidance and training to end-users as needed.

Key Responsibilities :

• Call Handling – Manage incoming calls professionally, ensuring clear communication, active listening, and prompt resolution or escalation of issues.
• Incident Management – Log, track, and resolve incidents within agreed SLAs, aiming for maximum First Call Resolution (FCR) to improve efficiency and user satisfaction. Service Request Fulfilment – Process and complete user requests (e.g., account setup, software installation).
• System & Network Support – Assist in maintaining endpoint devices, network connectivity, and system performance.
• User Support & Training – Provide guidance on IT tools, applications, and security awareness.
• Documentation & Reporting – Maintain records in the ITSM system and prepare incident trend reports.
• Escalation Handling – Identify and escalate recurring or high-priority issues to the appropriate teams.
• Continuous Improvement – Suggest and implement process improvements to enhance service quality.

Required Skills and Experience :

TECHNICAL SKILLS / COMPETENCIES :

OPTIONAL

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Skills Required

Dhcp, Microsoft 365, Wan, Vpn, Remote Desktop Support, Itil Framework, Macos, Active Directory, Lan, Dns, Windows