Service Desk Engineer

Key Responsibilities:

• Serve as the primary point of contact for internal and external customers for IT-related issues via phone, email, and support ticketing systems.

• Troubleshoot and resolve technical problems related to software, hardware, and network issues.

• Diagnose, identify, and escalate critical issues to senior support teams as needed.

• Provide timely and effective solutions to customer issues, ensuring high levels of customer satisfaction.

• Document and track incidents, requests, and resolutions in the IT Service Management (ITSM) system.

• Perform hardware and software installations, upgrades, and configurations.

• Collaborate with other IT teams for system maintenance, troubleshooting, and resolution of complex technical problems.

• Manage and prioritize support tickets in line with SLAs (Service Level Agreements).

• Maintain up-to-date knowledge of the company's IT infrastructure and systems.

• Conduct user training on common software tools and technologies as needed.

• Assist with asset management and tracking of hardware and software.

• Provide regular feedback and suggestions for continuous improvement of service desk processes.