Service Desk Engineer

Full-time Other-General

We are looking for a Service Desk Engineer to provide first-level IT support to end users. The successful candidate will be responsible for handling IT incidents and service requests, troubleshooting technical issues, and ensuring timely resolution while delivering excellent customer service.

Key Responsibilities

• Provide Level 1 IT support via phone, email, chat, and ticketing systems.
• Log, track, prioritize, and resolve incidents and service requests in accordance with service level agreements (SLAs).
• Troubleshoot hardware, software, operating system, network, and application-related issues.
• Escalate unresolved issues to the appropriate support teams and monitor progress through to resolution.
• Perform user account administration, including password resets and access management.
• Document troubleshooting steps, resolutions, and maintain accurate ticket records.
• Communicate effectively with end users by ...