Service Desk Engineer

Responsibilities:

• Provide first-line technical support to end-users, ensuring issues are diagnosed and resolved promptly.
• Log and manage service requests, incidents, and problems in the service management tool.
• Troubleshoot hardware and software issues, including desktops, laptops, mobile devices, and peripherals.
• Assist with user account management, including password resets, permissions, and access issues.
• Maintain knowledge of IT systems, applications, and tools to provide effective solutions.
• Escalate complex issues to higher-tier support teams when necessary.
• Ensure all requests and incidents are tracked and resolved within service level agreements (SLAs).
• Provide remote support through remote desktop tools and other communication methods.
• Collaborate with other IT support teams and departments to improve the overall user experience.
• Maintain an up-to-date knowledge base for users to access self-help resources.
• Participate in IT projects and improvements as required, including software rollouts and system upgrades.
• Provide clear communication and updates to users on the status of their requests and issues.
• Contribute to the overall improvement of IT service delivery by suggesting improvements to processes and workflows.