Service Desk Engineer

Job Description

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:

- Bachelors degree in computer science, or related field (or equivalent work experience).
- 4-6 years of experience in IT support, help desk, or service desk environment.
- Strong knowledge of Windows and macOS operating systems, Microsoft 365, and Active Directory.
- Hands-on experience with IT service management (ITSM) tools such as ServiceNow, Jira, or ManageEngine.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Familiarity with ITIL framework and service management best practices.
- Proven troubleshooting skills for hardware, software, and network issues.
- Experience in remote desktop support and use of remote access tools.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Strong verbal and written communication skills for user interaction and documentation.
- Industry certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator (preferred).

TECHNICAL SKILLS /COMPETENCIES:

- Hardware & Software Troubleshooting Diagnosis and resolution of desktop, laptop, printer, and peripheral issues.
- Operating Systems Support Windows, macOS, and basic Linux administration.
- Microsoft 365 Administration Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
- Active Directory Management User account creation, password resets, group policy, and access rights.
- Network Fundamentals LAN/WAN troubleshooting, IP configuration, VPN setup, and Wi-Fi connectivity issues.
- ITIL Processes Incident, Problem, and Request Management best practices.
- Ticketing Systems Proficiency in tools like ServiceNow, Jira, ManageEngine, or similar.
- Remote Support Tools TeamViewer, AnyDesk, Microsoft Remote Desktop, etc.
- Asset Management IT inventory tracking and lifecycle management.

OPTIONAL

- Experience with macOS
- Knowledge of cloud platforms such as Microsoft Azure or AWS.
- Familiarity with VOIP systems and unified communications troubleshooting.
- Exposure to cybersecurity tools (firewall logs, endpoint detection, MFA administration).
- IT asset lifecycle management experience (procurement, disposal, refresh cycles).
- Knowledge of backup and disaster recovery solutions (Veeam, Acronis, Unitrends).
- Experience with remote working solutions (Citrix, VPN, VDI environments).
- Multilingual communication skills for supporting diverse user bases.
- Industry certifications such as CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, or HDI Support Center Analyst.

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