Service Desk Engineer

About the Role

We are looking for enthusiastic fresh graduates who are eager to start their career in IT support. As a Service Desk Engineer, you will be the first point of contact for end users, helping them resolve basic technical issues and ensuring smooth IT operations. You will gain hands-on exposure to IT systems, ticketing tools, and troubleshooting methods under the guidance of experienced team members.

Key Responsibilities

• Provide L1 support through chat, email, and voice.
• Assist users by logging, tracking, and closing tickets within agreed timelines (SLA).
• Troubleshoot and resolve common desktop, laptop, and application issues with guidance.
• Escalate complex issues to senior team members as required.
• Keep users informed about the progress of their requests or incidents.
• Learn and adapt quickly to different IT tools and processes.
• Work collaboratively with the team in a 24/7 rotational environment.

Skills & Competencies

• Good communication skills in English (written and verbal).
• Strong problem-solving and logical thinking ability.
• Eagerness to learn IT Service Desk practices, including Incident, Problem, and Change Management.
• Ability to multitask and handle queries in a fast-paced environment.
• Flexibility to work in shifts (rotational, including night shifts).

Preferred Knowledge (Added Advantage, Not Mandatory)

• Basics of Windows Operating Systems and MS Office (O365).
• Awareness of networking concepts (VPN, Active Directory, etc.).
• Familiarity with IT ticketing tools like ServiceNow (or similar).
• General knowledge of SAP, VDI, or endpoint management tools.

Eligibility

• Bachelors degree / Diploma in Computer Science, IT, or related field (or equivalent technical background).
• Fresh graduates or candidates with up to 6 months of internship/academic project experience in IT support.
• ITIL Foundation certification is a plus but

  not mandatory

  .