
Service Desk Engineer
2 weeks ago
Key Responsibilities:
- Act as the first line of support for IT-related issues via phone, email, or ticketing system.
- Perform remote troubleshooting using diagnostic techniques and targeted questions.
- Escalate unresolved issues to higher-level support teams.
- Maintain accurate records of issues and resolutions in the service desk system.
- Provide timely updates to users on the status of their requests.
- Assist in the setup and configuration of hardware and software.
- Monitor and maintain IT systems and networks.
- Identify and suggest improvements to service desk processes and tools.
Required Skills & Qualifications:
- Proven experience in a help desk or technical support role.
- Strong knowledge of Windows/Mac OS, Microsoft Office Suite, and common enterprise applications.
- Familiarity with ITSM tools (e.g., Summit, ServiceNow etc).
- Excellent communication and interpersonal skills.
- Ability to diagnose and resolve basic technical issues.
- Customer-focused with a calm and professional demeanour.
- Bachelors degree in computer science, Information Technology, or related field (preferred).
- ITIL Foundation certification (will be advantage).
Basic knowledge of Active directory
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