The IT Service Desk Engineer is responsible for providing technical support to end-users, ensuring that IT service requests and incidents are addressed promptly and effectively. This role involves troubleshooting hardware and software issues, maintaining documentation, and delivering excellent customer service.

Key Responsibilities 

• Technical Support: Provide first-line support for a variety of IT issues, including hardware, software, networking, and application-related queries.
• Incident Management: Log, track, and manage incidents and service requests through the service desk system, ensuring timely resolution in accordance with service level agreements (SLAs).
• Troubleshooting: Diagnose and resolve technical issues efficiently, utilizing remote support tools when necessary.
• User Assistance: Assist users with setup, configuration, and troubleshooting of IT equipment and software applications.
• Documentation: Maintain accurate records of support activities, including detailed documentation of issues and resolutions, and contribute to the knowledge base.
• Collaboration: Work closely with other IT teams to escalate and resolve complex issues, ensuring effective communication throughout the process.
• Customer Service: Provide exceptional customer service, maintaining a positive attitude and professional demeanor in all interactions with users.

Tasks Responsibilities 

• Receive and log support requests from users.
• Categorize incidents and provide initial solutions or escalate when necessary.
• Offer remote or onsite support.
• Update the knowledge base and enhance user experience.
• Follow up on tickets until resolution and ensure user satisfaction.

Qualifications 

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience in an IT support or service desk role.
• Familiarity with IT service management frameworks (e.g., ITIL) is preferred.
• Strong communication and interpersonal skills.

Skills 

• Technical troubleshooting and problem-solving capabilities
• Experience with ticketing systems and service desk operations
• Customer service excellence and user-focused approach
• Strong organizational skills and attention to detail
• Familiarity with operating systems, software applications, and networking concepts

Work Environment

• Fast-paced, dynamic environment.
• May require occasional travel for training or on-site support.