Job Description

Roles & Responsibilities

Job Description

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.

Desired Candidate Profile

• 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.
• 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