Service Desk Engineer

Service Desk Engineer

Key Responsibilities

• Remote Technical Support

  : Provide remote assistance for a range of IT issues, including password troubleshooting, BitLocker recovery, and problems with

  Office 365

  tools.

• Issue Resolution

  : Respond to support requests via various channels (phone, email, chat), ensuring a timely and accurate resolution that aligns with established

  SLAs (Service Level Agreements)

  and

  KPIs (Key Performance Indicators)

  .

• Troubleshooting & Escalation

  : Troubleshoot and diagnose technical issues using remote tools. Escalate complex or unresolved issues to senior analysts or appropriate support teams for further investigation.

• Documentation & Knowledge Sharing

  : Maintain accurate records of all support interactions. You will also contribute to the knowledge base by creating and updating support articles and FAQs.

• Process Adherence

  : Follow standard operating procedures for IT account provisioning and deprovisioning and stay updated with the organization's IT policies and technologies.

Required Qualifications

• Technical Skills

  : Strong knowledge of

  IT fundamentals

  , including hardware, networking, and operating systems like

  Mac, Windows 10, and Windows 11

  . You must also be proficient in troubleshooting common issues with desktop, laptop, and mobile devices.

• Experience

  : Experience working with IT Service Management practices (e.g., Incident/Problem/Change Management) using enterprise ticketing systems. Familiarity with remote support tools and

  Active Directory User Administration

  is also essential.

• Soft Skills

  :

• Communication

  : Excellent communication skills, both written and verbal, with the ability to explain technical information to non-technical users.

• Problem-Solving

  : Strong problem-solving and analytical skills, with the ability to multitask in a fast-paced environment.

• Customer Focus

  : A strong customer-centric approach and a passion for delivering exceptional service.

• Flexibility

  : The ability to work in different shifts to provide 24/7 support.