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Role Description Role Overview We are looking for a Service Desk Engineer responsible for providing first-level IT support to end users and ensuring timely resolution of incidents and service requests. The role involves handling user queries, troubleshooting issues, and ensuring all tickets are properly logged and managed within defined SLAs.
Key Responsibilities
- Understand and respond to client queries via phone, email, and instant messaging channels
- Log all incidents and service requests accurately in the ticketing system without any lapses
- Provide first-level (L1) IT support for hardware, software, and network-related issues
- Perform remote desktop troubleshooting and follow Standard Operating Procedures (SOPs) within agreed SLAs
- Diagnose and resolve technical issues through user interaction, logs, research, and analysis
- Route incidents and service requests to appropriate L2/L3 support teams without misrouting
- Assign and track tickets until closure, ensuring timely follow-ups
- Use Incident Management Systems to document issues, resolutions, and workarounds
- Coordinate with L2/L3 teams during major incidents and provide timely updates to users
- Ensure tickets are updated with clear and detailed resolution notes for future reference
- Educate users on IT best practices and promote self-service knowledge base usage
Skills
Service Desk, Incident Management, Cloud Infrastructure, Technical Support, SLAs