Service Desk Engineer

Key Responsibilities First Point of Contact: Act as the initial technical support contact for users and customers, providing a crucial link between them and the IT department.  Problem Diagnosis & Resolution: Identify, diagnose, and resolve technical issues related to computer hardware, software, networks, and operating systems.  User Support: Provide clear, step-by-step guidance to users over the phone, chat, or email to help them resolve technical difficulties.  Issue Tracking & Escalation: Log all user queries and issues, track their status, and escalate unresolved problems to the appropriate higher-level IT support teams.  Process Documentation: Create and maintain documentation, including standard operating procedures (SOPs), to build an internal knowledge base for resolving common issues.  Customer Service Excellence: Ensure a high level of customer satisfaction by responding patiently to inquiries and providing exceptional support.  Collaboration: Work closely with other members of the IT department to coordinate efforts and find optimal solutions for users.  Essential Skills and Qualifications Technical Knowledge: Strong understanding of computer hardware, software, operating systems, and networking fundamentals.  Problem-Solving & Analytical Skills: Ability to analyse complex technical issues, break them down, and develop effective solutions.  Communication Skills: Excellent verbal and written communication skills, including the ability to explain technical concepts in a way that is easy for non-technical users to understand.  Customer Service Aptitude: A patient, friendly, and customer-focused demeanour, with a genuine commitment to helping others.  IT Service Management: Experience with service management tools for tracking, managing, and resolving IT incidents and requests.