Service Desk Engineer
Key Responsibilities:
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Technical Support:
Provide first-line support to users, troubleshooting hardware, software, and network issues across a variety of systems and devices.
Respond to service requests via phone, email, or ticketing system and resolve issues in a timely manner.
Diagnose and resolve common technical problems related to operating systems (Windows, macOS, Linux), applications, and network connectivity.
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Incident Management:
Log, prioritize, and track all service desk incidents and requests in the ticketing system.
Ensure issues are resolved in accordance with service level agreements (SLAs) and escalate to second-line support or other relevant teams when necessary.
Follow up with users to ensure their issues are resolved and they are satisfied with the outcome.
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User Support and Training:
Provide end-user support for hardware and software installation, configuration, and troubleshooting.
Assist with onboarding new employees, including setting up user accounts, devices, and providing initial training on internal systems.
Create and update documentation for common issues, solutions, and best practices to improve self-service options for users.
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Software and Hardware Management:
Maintain and manage user accounts and permissions using Active Directory, Office 365, or other identity management tools.
Assist with software deployment, upgrades, and patching for end-user systems and applications.
Provide support for printers, scanners, mobile devices, and other peripheral hardware.
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System Monitoring and Maintenance:
Monitor IT systems for potential issues, proactively identify and resolve system alerts.
Perform routine checks on systems and applications to ensure proper operation and prevent issues from affecting end users.
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Troubleshooting and Diagnostics:
Analyze and resolve technical issues related to network connectivity, VPN, email systems, and other critical IT services.
Work closely with IT teams to diagnose and resolve more complex technical issues or outages.
