Service Desk Engineer

Job Summary:

Service Desk Engineer

Key Responsibilities:

• Provide

  first-line technical support

  via phone, email, ticketing system, or in-person
• Log, track, and manage

  service desk tickets

  using ITSM tools (e.g., ServiceNow, Jira, Freshservice)
• Diagnose and resolve hardware, software, network, and peripheral issues for desktops, laptops, and mobile devices
  
• Install, configure, and maintain operating systems, software applications, and updates
  
• Set up and support user accounts, permissions, and access controls in

  Active Directory

  ,

  Microsoft 365

  , etc.
• Escalate complex incidents to appropriate IT teams while maintaining ownership and communication with users
  
• Monitor system performance and perform regular maintenance and health checks
  
• Maintain IT documentation including knowledge base articles, SOPs, and inventory records
  
• Assist in IT asset management and procurement (hardware/software tracking)
  
• Ensure timely and professional communication with users, meeting defined

  SLA

  and

  KPIs

Preferred Qualifications:

• IT certifications such as

  CompTIA A+, ITIL Foundation, Microsoft MCP/MCSA

  , or equivalent
• Experience with

  ticketing systems

  and ITSM tools
• Exposure to MacOS, Linux, or mobile device support
  
• Understanding of ITIL practices and service management principles
  
• Knowledge of cybersecurity basics and safe computing practices