Service Desk Engineer
3 days ago
Role Overview
Join our IT Service Desk to support end users over voice, email, and chat for an international (UK) client. You will log and resolve tickets in ServiceNow, provide remote troubleshooting, and ensure clear, professional communication across 24x7 rotational shifts from office. Strong English and stakeholder handling are essential.
Required Qualifications
- 2-5 years in IT support/help desk environment
- Hands-on experience with multi-channel support: calls, emails, and chat
- Experience handling UK/international customer process
- Excellent verbal and written English; strong call etiquette compatible with US/UK voice process
- Practical experience with a ticketing system (ServiceNow mandatory)
- Proven experience supporting end users remotely in a fast-paced environment
- Willingness to work 24x7 rotational shifts from office (5 days WFO)
- Comfortable with interview process: L1 virtual and L2 face-to-face
Responsibilities
- Provide L1 support via voice, email, and chat; capture complete details and create/update tickets in ServiceNow
- Support UK client users; communicate clearly, confirm understanding, and provide timely updates
- Offer remote assistance to diagnose and resolve user issues; escalate per defined procedures
- Follow 24x7 rotational schedules; perform shift handovers and maintain accurate ticket notes
- Meet response and resolution SLAs; monitor queues and prioritize based on impact/urgency
- Participate in the selection process (L1 virtual, L2 face-to-face) and submit required candidate details as requested
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