Service Desk Engineer

The IT Service Desk Engineer plays a crucial role as the initial point of contact for all IT-related incidents, service requests, and technical support queries within the organization. With a minimum of 4-6 years of hands-on experience in ServiceDesk & Remote Desktop Support, you will be responsible for ensuring timely resolution or escalation of issues, maintaining high levels of customer satisfaction, and supporting the smooth operation of IT systems and services. Your primary responsibilities will include serving as the initial contact point for all IT-related issues and service requests via phone, email, or ticketing systems. You will diagnose, troubleshoot, and resolve hardware, software, and network issues promptly, escalating complex issues to higher-level support teams when necessary. It is essential to maintain detailed and accurate documentation for all incidents and resolutions, ensuring adherence to IT policies, security protocols, and best practices. As an IT Service Desk Engineer, you will support IT asset management by tracking and maintaining inventory, provide technical guidance and training to end-users as needed, and assist in maintaining endpoint devices, network connectivity, and system performance. Additionally, you will be responsible for managing incoming calls professionally, handling incidents within agreed SLAs, fulfilling service requests, and providing user support and training on IT tools and applications. To excel in this role, you should possess a Bachelor's degree in computer science or a related field, or equivalent work experience, along with strong knowledge of Windows and macOS operating systems, Microsoft 365, and Active Directory. Hands-on experience with IT service management tools such as ServiceNow, Jira, or ManageEngine, as well as understanding networking fundamentals and ITIL best practices, are also essential. Proven troubleshooting skills for hardware, software, and network issues, experience in remote desktop support, and the ability to prioritize and manage multiple tasks in a fast-paced environment are key requirements. Furthermore, technical skills and competencies in hardware and software troubleshooting, operating systems support, Microsoft 365 administration, Active Directory management, network fundamentals, ITIL processes, ticketing systems, remote support tools, and asset management are crucial for success in this role. Industry certifications such as CompTIA A+, ITIL Foundation, and Microsoft Certified: Modern Desktop Administrator are preferred. Optional qualifications include experience with macOS, knowledge of cloud platforms like Microsoft Azure or AWS, familiarity with VOIP systems and unified communications troubleshooting, exposure to cybersecurity tools, IT asset lifecycle management experience, knowledge of backup and disaster recovery solutions, experience with remote working solutions, multilingual communication skills, and additional industry certifications such as CompTIA Network+ and HDI Support Center Analyst.,