Service Desk Engineer

Serve as a senior escalation point for Level 1 and Level 2 support issues related to:

• Desktop/laptop hardware

• Operating systems (Windows, macOS)

• Microsoft 365 applications (Outlook, Teams, SharePoint, etc.)

• Printers, peripherals, VPN, and remote access

Perform advanced troubleshooting, root cause analysis, and incident resolution.

Lead the Service Desk operations, ensuring SLAs, KPIs, and ITIL best practices are met.

Manage user onboarding/offboarding, AD account management, email setup, and permissions.

Coordinate with network, server, and application teams for issue resolution.

Maintain and update documentation for processes, troubleshooting guides, and SOPs.

Utilize ticketing systems (e.g., ServiceNow, Jira, Freshservice) to track and resolve issues.

Recommend and implement service improvements to enhance support efficiency and user experience.

Train and mentor junior service desk staff and assist in knowledge base development.

Participate in change management, patch management, and asset tracking.