Service Desk Engineer

Role name:

Role Description:

Competencies:

Experience (Years):

• Technical Support & Troubleshooting:

  • Provide first-line support for IT-related issues via phone, email, chat, and ticketing systems.
  • Troubleshoot and resolve issues related to hardware, software, networking, and operating systems.
  • Document and track service requests using a ticketing system to ensure timely resolution and customer satisfaction.

• Incident & Problem Management:

  • Manage incidents and problems, ensuring they are categorized, prioritized, and escalated accordingly.
  • Perform root cause analysis for recurring issues and work with relevant teams to provide long-term solutions.
  • Collaborate with senior technical teams to troubleshoot complex issues.

• End-User Support:

  • Assist end-users with issues related to operating systems (Windows, macOS, Linux), applications, network connectivity, and other IT services.
  • Provide training and guidance to end-users for better utilization of technology and tools.
  • Manage user accounts, permissions, and access to systems and applications.

• System Maintenance & Updates:

  • Assist in deploying and maintaining system patches, updates, and software configurations.
  • Monitor and maintain antivirus software and security tools to ensure compliance with IT policies.
  • Support the setup and maintenance of new hardware, software, and network devices.

• Collaboration & Communication:

  • Collaborate with other IT teams to deliver timely solutions for complex issues.
  • Communicate effectively with end-users to understand issues and provide regular updates on progress.
  • Ensure the proper documentation of knowledge articles, troubleshooting guides, and FAQs.